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.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 02-14-2023 11:52
From: Michael Schimento
Subject: Email Interactions on hold do not match talk time of 1 user, voice calls override email interactions
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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