RiteshKumarSingh | 2021-08-30 13:40:43 UTC | #1
Does communicating are also part of ACD conversations, if yes then under what conditions? And then how it is different from interaction?
Jerome.Saint-Marc | 2021-08-31 12:26:03 UTC | #2
Hello,
I assume your question is maybe about agent status (time in a specific routing status). The following Resource Center explains what Not Responding means - i.e. agent failed to answer an interaction and is put into Not Responding state. Communicating status will be when agent is on active conversation(s) - i.e. interacting with customer over voice, chat, email, ... See here for info on presence status and routing status
Regards,
RiteshKumarSingh | 2021-08-31 12:36:59 UTC | #3
Thanks for quick response, a follow up question. If a agent is communicating and it's ACD conversations, then time spend in communicating will be counted twice as interaction also contains agent's time? Then how interactions and communicating are different?
Jerome.Saint-Marc | 2021-08-31 12:45:58 UTC | #4
Sorry - said something wrong above. Communicating is about non-ACD conversations. Interacting is about ACD conversations. As it is explained in the link I referenced above.
For questions related to features - configuration and behavior (performance views, reports, ...), please ask them on the Genesys Cloud Community Forum. The current forum is dedicated to questions related to development using our APIs and SDKs.
Regards,
system | 2021-10-01 12:46:07 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 11864