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after call work timeout for e-mail interaction

  • 1.  after call work timeout for e-mail interaction

    Posted 03-13-2023 15:23

    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)

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    Remi McCann
    Esri Canada
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