Genesys Cloud - Main

Hello! We are moving to Genesys from another WFM software, we had a question. If we instruct our agents to 'park' on email, for instance if we had it set up for 1 email to allow for 1 Message interruption, we wanted to know if we 'park' the email, does the handle time counter stop? I know with interruptions the counter will continue as they work the chat. 
If it does stop the clock, if the agent finishes that interaction and closes it out, does it pop them back on queue? So they could hypothetically get another interaction? Would they possibly get another email, or does the system recognize that they already have an email parked? 

Any advice would be great, thank you!

#Routing(ACD/IVR)

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Megan Coolbeth
NA
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Hello Megan, 

For handle time counter when you park an email the handle time counter does stop. This is different from interruptions where the counter continues. The system creates a separate recording segments - one before parking and another when the email is unparked. 

The queue behavior after parking leave your active conversation roster and moves to the "Parked Conversation" tab in the List View. After finishing another interaction you could potentially receive a new interaction based on your capacity settings. 

Regarding parked emails, each agent can park up to 10 emails at the same time. The system keeps track of your parked emails separately from your active capacity and you can still receive new emails even with parked emails in your queue. 

Some notes on the above:

• If a customer replies to a parked email, the system automatically unparks it and returns it to your active conversations.
• Parked emails automatically return to your active roster 7 days if not addressed
• There is no org limit to the total number of parked emails across all agents. 

Hope this helps!

Cheers, 

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Cameron
Online Community Manager/Moderator
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