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  • 1.  Using CGR to prioritize Chats over Emails

    Posted 12-05-2023 09:23
    No replies, thread closed.

    Hi,

    We're using CGR for some of our queues and I was thinking if we could try one strategy to prioritize chat contacts over emails.

    The image below details the strategy. Basically, I want to the queue to send email interactions to an empty group and then when the Chat queue has a low EWT, we start routing those interactions to the Chat group.

    But I think that would only work if the rules keep being tested in a loop, and I'm don't know if that's the behavior with CGR. Does CGR test rules only once or do they keep getting tested? Thanks.


    #Routing(ACD/IVR)

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    Arthur Moura
    Neon Pagamentos S.A.
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  • 2.  RE: Using CGR to prioritize Chats over Emails

    Posted 12-09-2023 13:50
    No replies, thread closed.

    It is a single If-then-else statement.  If you want checking over time, use the In-queue Email and looping.  You can use skills to change the group of agents that the email goes to.



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