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  • 1.  Inbound Call

    Posted 6 hours ago

    Hello, is there any way for an agent to receive a call before closing the interaction?
    For example, the agent receives a call, talks to the customer, hangs up and while the agent is still in wrap-up, another call comes in.


    #Unsure/Other

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    Beka
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  • 2.  RE: Inbound Call
    Best Answer

    Posted 5 hours ago

    For voice interactions, this is not possible.

    After the call is disconnected, the agent enters After Call Work (Wrap-up) and is no longer considered Available for voice routing. Because of that, a new ACD voice call will only be offered after the wrap-up is completed and the agent becomes available again.

    For digital channels (chat, messaging, email), this behavior is different. Agents can receive multiple simultaneous interactions, as long as their capacity / concurrency settings allow it.

    So in short:

    • Voice: next call only after wrap-up ends

    • Digital: concurrent interactions are supported

    Hope this helps clarify 👍



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    Mateus Nunes
    Tech Leader Of CX at Solve4ME
    Brazil
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    Original Message


  • 3.  RE: Inbound Call

    Posted 2 hours ago

    Mateus is correct. However, I wanted to add that there is a situation where a direct call sent to the user would still ring through. While a user is in After Call Work (ACW), the will not receive another call from the queue, but a call to their personal number or a call forwarded directly to them would still ring through.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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