Hi Emily,

There is no non-ACD email in PureCloud. Currently the only media-type that we have any kind of ACD/Non-ACD distinction is voice since agents can place/receive calls that are not routed through a queue and are essentially direct personal calls. Since the email feature in PureCloud is not a general purpose business-email replacement, we don't do a similar thing.

Can you elaborate on what you are seeing and what is causing the confusion? It is possible that the emails are coming in through a queue but agents are transferring them. Similar to a call transfer, this can be done to any agent regardless of their current ACD configuration.

Thanks

Hi Emily,

There is no non-ACD email in PureCloud. Currently the only media-type that we have any kind of ACD/Non-ACD distinction is voice since agents can place/receive calls that are not routed through a queue and are essentially direct personal calls. Since the email feature in PureCloud is not a general purpose business-email replacement, we don't do a similar thing.

Can you elaborate on what you are seeing and what is causing the confusion? It is possible that the emails are coming in through a queue but agents are transferring them. Similar to a call transfer, this can be done to any agent regardless of their current ACD configuration.

Thanks

Hi Emily,

There is no non-ACD email in PureCloud. Currently the only media-type that we have any kind of ACD/Non-ACD distinction is voice since agents can place/receive calls that are not routed through a queue and are essentially direct personal calls. Since the email feature in PureCloud is not a general purpose business-email replacement, we don't do a similar thing.

Can you elaborate on what you are seeing and what is causing the confusion? It is possible that the emails are coming in through a queue but agents are transferring them. Similar to a call transfer, this can be done to any agent regardless of their current ACD configuration.

Thanks

I understand that part, but what confuses is me is when I filter the Agent Performance View to non-ACD, no outbound interaction counts show.  When I look at the same date range on the Interactions View, with the non-acd column added, it indicates that even outbound interactions on behalf of a queue are considered non-acd. Why are interactions on behalf of a queue considered ACD on the performance view but Non-ACD on the Interactions view?

Non-filtered:

Filtered:

Interactions View w/ Non-ACD Column Added; Outbound Interaction listed as "non acd" (so should have shown on performance view)

Hi Emily,

There is no non-ACD email in PureCloud. Currently the only media-type that we have any kind of ACD/Non-ACD distinction is voice since agents can place/receive calls that are not routed through a queue and are essentially direct personal calls. Since the email feature in PureCloud is not a general purpose business-email replacement, we don't do a similar thing.

Can you elaborate on what you are seeing and what is causing the confusion? It is possible that the emails are coming in through a queue but agents are transferring them. Similar to a call transfer, this can be done to any agent regardless of their current ACD configuration.

Thanks

I understand that part, but what confuses is me is when I filter the Agent Performance View to non-ACD, no outbound interaction counts show.  When I look at the same date range on the Interactions View, with the non-acd column added, it indicates that even outbound interactions on behalf of a queue are considered non-acd. Why are interactions on behalf of a queue considered ACD on the performance view but Non-ACD on the Interactions view?

Non-filtered:

Filtered:

Interactions View w/ Non-ACD Column Added; Outbound Interaction listed as "non acd" (so should have shown on performance view)

Hi Emily,

There is no non-ACD email in PureCloud. Currently the only media-type that we have any kind of ACD/Non-ACD distinction is voice since agents can place/receive calls that are not routed through a queue and are essentially direct personal calls. Since the email feature in PureCloud is not a general purpose business-email replacement, we don't do a similar thing.

Can you elaborate on what you are seeing and what is causing the confusion? It is possible that the emails are coming in through a queue but agents are transferring them. Similar to a call transfer, this can be done to any agent regardless of their current ACD configuration.

Thanks

I understand that part, but what confuses is me is when I filter the Agent Performance View to non-ACD, no outbound interaction counts show.  When I look at the same date range on the Interactions View, with the non-acd column added, it indicates that even outbound interactions on behalf of a queue are considered non-acd. Why are interactions on behalf of a queue considered ACD on the performance view but Non-ACD on the Interactions view?

Non-filtered:

Filtered:

Interactions View w/ Non-ACD Column Added; Outbound Interaction listed as "non acd" (so should have shown on performance view)

Hi Emily,

There is no non-ACD email in PureCloud. Currently the only media-type that we have any kind of ACD/Non-ACD distinction is voice since agents can place/receive calls that are not routed through a queue and are essentially direct personal calls. Since the email feature in PureCloud is not a general purpose business-email replacement, we don't do a similar thing.

Can you elaborate on what you are seeing and what is causing the confusion? It is possible that the emails are coming in through a queue but agents are transferring them. Similar to a call transfer, this can be done to any agent regardless of their current ACD configuration.

Thanks