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  • 1.  Placing Email Interactions on hold

    Posted 12-23-2022 12:03
    No replies, thread closed.
    Other than an email interaction automatically being placed on hold automatically if a voice interaction is presented to an agent, is there anyway for an agent to place an email interaction on hold if they go on break, go to lunch, home for the day, etc. to pause or place an interaction on hold so that the handle time will stop calculating so that it does not appear to take many hours to work the interaction.
    #Unsure/Other

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    Michael Schimento
    Zenith Insurance Company
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  • 2.  RE: Placing Email Interactions on hold

    Posted 12-26-2022 15:29
    No replies, thread closed.
    What you are asking for is Parking, and that is coming early next year (not too far away now!) that will do just that - put it on hold and not count as handle time.  In the mean time, they could start an Email in another queue that does not count and that will put the other one on hold.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Placing Email Interactions on hold

    Posted 12-27-2022 08:47
    No replies, thread closed.

    Thank you for the response on this.......

     

     

    Thank you, Mike

     

     

    Mike Schimento
    Telecommunications Specialist III
    Zenith Insurance Company

    1390 Main Street

    Sarasota, FL  34236
    Office Phone:  941.906.5955

    Fax Number:   941.906.4347

    E-mail:   mschimento@thezenith.com

    TheZenith.com

    P  Please consider the environment before printing this email.

     


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    Original Message


  • 4.  RE: Placing Email Interactions on hold

    Posted 12-27-2022 08:50
    No replies, thread closed.
    Thank you for the response

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    Michael Schimento
    Zenith Insurance Company
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    Original Message


  • 5.  RE: Placing Email Interactions on hold

    Posted 12-28-2022 14:23
    No replies, thread closed.
    We actually created an AppFoundry app that does Email Parking and a bunch of other features for Genesys Cloud.
    https://eccentex.com/products/servicejourney/advanced-email/

    Happy to organize a demo.

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    Maksim Gill
    Eccentex (Customer Service Platform)
    https://www.eccentex.com/genesys
    ------------------------------

    Original Message


  • 6.  RE: Placing Email Interactions on hold

    Posted 12-29-2022 07:51
    No replies, thread closed.
    Thank you, I will take a look at the APP

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    Michael Schimento
    Zenith Insurance Company
    ------------------------------

    Original Message


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