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  • 1.  Email Interactions on hold do not match talk time of 1 user, voice calls override email interactions

    Posted 02-14-2023 11:52
    No replies, thread closed.

    we have 1 user, when on an email interaction a voice call overrides the email interaction as it should, the email interaction is placed on hold while the voice call interaction is active. The issue we are having is that the email hold (email interaction on hold) time does not match the the talk time of the voice call in the agents timeline or call handling report.

    has anyone experienced this issue, especially with only one user?


    #Routing(ACD/IVR)

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: Email Interactions on hold do not match talk time of 1 user, voice calls override email interactions

    Posted 02-24-2023 20:33
    No replies, thread closed.

    When working on an email and getting the voice, the email is put on hold, but while talking to the customer, the agent can return to the Email and work on it like any good multi-tasking worker.  I would use screen recording and see if this is happening.  



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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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  • 3.  RE: Email Interactions on hold do not match talk time of 1 user, voice calls override email interactions

    Posted 02-25-2023 08:28
    No replies, thread closed.

    Hi Michael,

    Is the user from the samples configured as an auto-answer user? If yes, can you please change this setting and repeat your test? 



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    TatjanaKnezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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