Genesys Cloud - Main

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 

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)

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