Genesys Cloud - Main

Hi @Jeevan Kumar Jayabalan we do not support any customer inactivity natively, because we consider Web Messaging a channel capable of asynchronous conversations, allowing End-Users to potentially come back to their conversation at a later time, when it's more convenient to resume the conversation or ask for follow-up. Therefore trying to automatically detect message inactivity, to close the conversation, is not planned, as it might prevent End-User from follow-up. What we are planning is to expose a new feature where we would allow End-Users to explicitly "clear" the conversation, which would also stop the processing (disconnect conversations while in-queue, wrap-up conversation with agents). See Idea here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-118

Optimized routing based on End-User's online presence is something we'll revisit later.

Another angle to Agent's efficiency is on this Idea, for future evaluation: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056

Hi @Jeevan Kumar Jayabalan we do not support any customer inactivity natively, because we consider Web Messaging a channel capable of asynchronous conversations, allowing End-Users to potentially come back to their conversation at a later time, when it's more convenient to resume the conversation or ask for follow-up. Therefore trying to automatically detect message inactivity, to close the conversation, is not planned, as it might prevent End-User from follow-up. What we are planning is to expose a new feature where we would allow End-Users to explicitly "clear" the conversation, which would also stop the processing (disconnect conversations while in-queue, wrap-up conversation with agents). See Idea here: https://genesyscloud.ideas.aha.io/ideas/DIG-I-118

Optimized routing based on End-User's online presence is something we'll revisit later.