Manvendra_Singh | 2021-09-29 08:32:01 UTC | #1
Hi team,
I'm working on a feature with Inbound message architect, where we expect multiple incoming messages coming in. Our users answer those messages and are capable of handling multiple messages at a time. So we had few queries regarding the same:
- How many maximum messages are allowed to be forwarded to the users? Is it 4? (as per Genesys config)
- In the scenario where all our users are busy with 4 messages each (maximum capacity), and then a new message comes in our user queue, it goes into "waiting" status. Do we have any config for sending an automated reply to such customers like - "please wait all our agents are busy". This will be very useful as customer will be informed why there's a delay in user interaction and can save some potential drop-offs because of wait. On top of it, do we have any EWT that we can show in our message?
If we don't have any Genesys capability for addressing point no. 2, then could you please suggest any alternative that we can use to achieve this? We just want to keep our customers informed whenever there's delay in forwarding their chat to our users.
Thanks in advance!
Manvendra_Singh | 2021-10-01 05:37:59 UTC | #2
Hey, could someone please have a look into this? This is becoming a launch blocker for us.
Regards
Angelo_Cicchitto | 2021-10-01 15:33:03 UTC | #3
Hi!
- The maximum messages are applicable across all Messaging channels (SMS, Web Messaging, FB, WhatsApp...) as defined in Agent Utilization settings. Maximum capacity for each Interaction Type is configurable up to 25 - see Agent utilization and Agent utilization FAQs for more details.
- You could leverage EWT APIs from within Architect Flows, and provide a message to end-users before they are assigned to a queue, in order to set expectations. EWT calculation does take into account Agent Utilization as well. See this article for more details on APIs. Note that we are also working on upcoming new feature to enable In-Queue Flows for email & messaging, that would make it possible to send regular updates on queue status. See this Idea, which would apply across all Messaging channels.
We'll want to have a native approach also within Web Messenger.
Manvendra_Singh | 2021-10-04 05:15:21 UTC | #4
Thanks for the update Angelo! From point 1, I can make out that for my "message" interactions, a user can address maximum of 4 requests at a time. Regarding the point 2, I can see some challenges. For our case, the below API looks the right fit: "/api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime" This API should ideally give EWT 0 until all users in the queue are busy with 4 interactions each. Consider one simple example below: Suppose we have a queue with only 1 user. So till the queue has 4 or less active interactions, the EWT should be coming as 0. This is because the user can respond to such interactions right away. Only for the 5th and above case, the EWT should come as some non-zero as that interaction will wait in the queue. But the above API results an EWT of 315 seconds even when our user is only handling 1 interaction. So I'm trying to understand how to make use of the EWT here. Please let me know if I understood something wrong and how to proceed with this.
Regards
Angelo_Cicchitto | 2021-10-05 07:44:41 UTC | #5
Could you double check how Utilization is defined at Org-level? From the EWT Article it looks like Org-level Utilization is taken into account: Admin > Contact Center > Utilization > Message.
Manvendra_Singh | 2021-10-05 09:35:42 UTC | #6
hey Angelo,
Yes I looked at the Org level Utilisation configs, looks fine to me. For message mediaType, it is 4 only. Please check the screenshot below:
Anything else that you see I could be doing wrong? Please let me know. EWT could be very helpful in our usecase.
Thanks
system | 2021-11-04 09:36:25 UTC | #7
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