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  • 1.  Queue routing for Chat and calls

    Posted 10-16-2023 20:21
    No replies, thread closed.

    Hello all, 

    I have a question, we recently deployed chat on our website that transfers to a queue, which means our agents are part of multiple queues (voice queue and Chat queue)

    If they answer an interaction on the chat queue, is there a way to not lose their position in the queue for the voice queue? 

    Thank you 


    #Routing(ACD/IVR)

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    Richard
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  • 2.  RE: Queue routing for Chat and calls

    Posted 10-21-2023 23:06
    No replies, thread closed.

    Are you referring to the Agent Idle Time?  That would be based on the last interaction they took, so yes, their Idle Time would reset when they take that Messaging interaction.  That timer is not limited to a single channel type, just if it was an ACD interaction or not.  Good idea though.  Here is a an idea for that:  Allow Idle Time to be based on only Voice | Genesys Cloud Ideas Portal (aha.io)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Queue routing for Chat and calls

    Posted 10-22-2023 05:48
    No replies, thread closed.

    Thank you Robert! that is exactly what we are after, 

    I have upvoted this feature, will keep an eye on this!

    Thanks again



    ------------------------------
    Richard
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    Original Message


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