Hi Team,
We would like to know if there is a way to manage interactions that are assigned to an Agent and have not received any response from the customer for a period of time and can be configured.
Requirement details:
-We need to have a way where when customers are delayed answering a conversatios started by them. We would like to have those customers in a queue where an automated process can reactivate the interactions.
-The time for inactivity can be defined by and administrator. As an example if an administrator determines if the customer is taking more the 10 min in answer back the interaction will de mark as inactive.
-If an interaction is marked as inactive an automatic process will take it out of the agent's tray an place it in the inactive queue.
-There is a need to know the number of calls and the time an interaction was in this state and the average of calls and the average of time it takes for the customers to respond.
-When a customer writes again the interaction musbe activated. In this evento the call must maintain the priority and be assigned to an agent. This interaction must be identified so the Agent receiving the interaction was inactive
-An interactio might be clasified as inactive serveral times and be reactivated everytime the customer answers.
-The number of times this cycle can be allowed will be manage by the administrator.
-The configuration must be by queue.
-The number of times an interaction went through the cycle must be present in the interaction.
It would be of great help to know ideas for their respective implementation.
Regards,
#Architect#Scripts------------------------------
Jose Diaz Villafane
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