For the Emails, you now have Email parking to handle this. For SMS, as long as the agent keeps the session alive within the 72 hour period, that SMS is theirs.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 10-18-2024 10:14
From: Matthew Aubin
Subject: Question- Automatically Disconnect Message/Text Message/E-mail Interactions
Hello Everyone!
I've been asked to resolve a specific use case involving our sales team. There is a process where we have sales leads via e-mails and offer customers to text our sales agents. These conversations are asynchronous so they are able to hang onto them for an extended period of time. They are not supposed to hang onto conversations this long, but in a competitive sales environment based on commission many don't follow the guidelines of when they are supposed to disconnect. There are over 130 sales associates, so reviewing every interaction is too much of a manual process. I haven't had any luck with finding anything in Genesys to assist with this process, so I thought I'd check with the community board!
Thank you,
#Unsure/Other
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Matthew Aubin
Solution Owner
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