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  • 1.  3 chats at once and it is needed to take calls

    Posted 03-10-2023 14:52
    No replies, thread closed.

    Hello all,

    We have a question about the following scenario: If we have an agent handling 3 chats at the same time, but we have calls queued, how can we manage this scenario so that when the agent finishes their chats, they can switch over and receive calls? Is there  a way to set this automatically? 


    #ArchitectureandDesign
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration

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    Elsa Prado
    Aerovias de Mexico S.A. de C.V.
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  • 2.  RE: 3 chats at once and it is needed to take calls

    Posted 03-11-2023 19:50
    No replies, thread closed.

    So Utilization is way to make sure calls come in along with calls in the number and type you specify.  If you want them to "switch", you will need to split up your channels by queue and then let your agents activate/deactivate queues.  



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    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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