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Email interaction and voice call interaction timeline does not match

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  • 1.  Email interaction and voice call interaction timeline does not match

    Posted 02-14-2023 11:22
    No replies, thread closed.

    We have a user when on an email interaction, and a voice call is presented to them, they answer the voice call and the email interaction is placed on hold.  The talk time from the voice call and the hold time from the email interaction do not match.  Anyone know why? All other staff talk time and hold times match. 


    #Routing(ACD/IVR)

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    Patrick Vergara
    Zenith Insurance Company
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  • 2.  RE: Email interaction and voice call interaction timeline does not match

    Posted 03-11-2023 22:53
    No replies, thread closed.

    Are you sure the agent is not working on the Email while talking on the phone?  We always say we can't have true multichannel agents, maybe you have one that can actually multitask.  Check the screen recording.



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