Workforce Engagement Management

Hello,

We currently have a ticket open to integrate emails into Genesys. I am not able to find anything on how this would work for reps who take inbound calls and would also work emails. Would reps need to have separate or different types on queue added to their schedule? Or would we just have to deactivate them from the inbound phone queues while they work emails? If anyone has any input or how they handle this with their reps, that would be greatly appreciated.

#GeneralQuestion

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Andrea Brownlee
Workforce Management Advanced Specialist
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I would recommend against queue activation/deactivation for WFM environments where you want blended handling across interaction types. You can look at utilization settings, org or agent, to determine interruptibility and capacity limits.

If you want dedicated scheduled time per interaction type, then you can look at block scheduling which was recently released (although, the onus would be on (de)activating queues for that). 

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Jay Langsford
VP, R&D
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