Genesys Cloud - Main

 View Only

Discussion Thread View
Back to discussions
Expand all | Collapse all

Focus is not moved automatically on entering voice interaction when there is one more email interaction opened

  • 1.  Focus is not moved automatically on entering voice interaction when there is one more email interaction opened

    Posted 07-26-2021 05:29
    Hello,
    we have this scenario configured for our customer.
    Autoanswer is set on all agent.
    Agents can received emails and voice interactions.
    We have implemented a GDPR message using a secure flow that is started with a script when agent receive a voice interaction.
    All is ok if agent receive  a voice interaction without other interactions opened.
    When an agent has an open email interaction, if a voice interaction arrives, it enters immediately based on the configured autoanswer.
    The customer starts talking to the agent.
    However, the focus remains on the email interaction and the operator must manually select the voice interaction. At this point the script starts which, through secure flow, makes the customer hear the GDPR message by interrupting the conversation for about 10 seconds.
    Is it possible to automatically move the focus to the new incoming voice interaction ?
    This should fixed our problem.

    Thank in advance.

    Regards
    Rino
    #Implementation

    ------------------------------
    Rino Landro
    CENTRICO S.P.A.
    ------------------------------


  • 2.  RE: Focus is not moved automatically on entering voice interaction when there is one more email interaction opened

    Posted 07-28-2021 20:18
    Rino,
    I see Charlie has an idea for this:  When auto answer is on, if a voice call | Genesys Cloud Ideas Lab (aha.io)

    You and your friends can vote this up.  Also, open a support ticket.  This is more like a bug than a feature add.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Focus is not moved automatically on entering voice interaction when there is one more email interaction opened

    Posted 08-03-2021 06:19
    Hi Robert,
    I opened a support tk. but the autofocus function for autoanswer has not been implemented.
    They suggest to open an idea.

    Thanks
    Rino

    ------------------------------
    Rino Landro
    CENTRICO S.P.A.
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources