Good afternoon,
My name is Remi and I'm a manager of our Customer Care Operations team. We've implemented Genesys Cloud in September of 2022. I wanted to throw this out there. When dealing with an email queue we see the option for the after call work timeout for e-mail interactions however this doesn't work. the agent gets e-mail interaction after e-mail interaction without a break regardless of the amount of seconds that we put as a buffer.
Does anyone have a workaround on this or is Genesys closer to find a resolution this is issue?
Thank you
#AskMeAnything(AMA)------------------------------
Remi McCann
Esri Canada
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