Hi,
We have a set up where email interactions can be interrupted by other channels with voice being one of these. We have noticed that when a user is on an email and a call comes through via autoanswer, they are not switched to that interaction (Ie shown the inbound call script) and instead stay on the email interaction. Therefore the call is being handled and racking up talk time at the same time as the email is doing the same. Only if the user manually switches to the voice call does the email go onto hold and the script becomes visible to the user.
If the user is not on autoanswer this issues is not there as selecting Accept navigates the user to the voice interaction and script, therefore placing the email on hold.
Is this the correct outcome? I wouldn't have thought that having auto answer set up would potentially affect the reporting of total talk time so much.
Thanks,
#Unsure/Other------------------------------
James Raine
Lemon Business Solutions
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