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  • 1.  Position in queue notifications based on media type in blended queues

    Posted 03-23-2022 19:12
    No replies, thread closed.
    Firstly, really happy that we now have the ability to define in queue flows for digital channels! But, one issue that we have identified is that if you use a blended channel, i.e. have a channel that handles voice, email, and web messaging the position in queue notification is a little misleading. It reports the users overall position in the queue and one of our customers would like this to be based on the channel.

    Scenario
    Queue "Inbound" has 30 calls, 15 emails, and then receives a web messenger interaction. Current notification advises the user that they are position 46 in the queue, with the customer then expecting a lengthy wait time. However, they are actually number 1 in the queue for web messenger

    Has anybody got thoughts on a workaround?
    #DigitalChannels

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    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
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  • 2.  RE: Position in queue notifications based on media type in blended queues

    Posted 03-23-2022 23:29
    No replies, thread closed.
    Place in line will not work in your place.  You will need to run a data action to get the place based on a single media type or split out to different queues.  Blended queues will tend to aggregate information like this.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Position in queue notifications based on media type in blended queues

    Posted 03-23-2022 23:54
    No replies, thread closed.

    Thanks Robert,

     

    I had considered the data action which when it first drops into a queue is not too bad. It would get complicated if the interaction remains in queue and they want to advise of an updated position.

     

    Kind Regards

     

    Gareth James                               

    Solutions Consulting Manager

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    Original Message


  • 4.  RE: Position in queue notifications based on media type in blended queues

    Posted 03-25-2022 10:24
    No replies, thread closed.
    Hi,

    Thanks for bringing this up, I have added a new idea for this use case in the ideas lab so we can capture the demand for prioritizing new Architect functions that enable retrieval of PIQ per media type.

    https://genesyscloud.ideas.aha.io/ideas/SSA-I-494

    Rebecca

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    Rebecca Owens
    PureCloud Self-Service Senior Product Manager
    Genesys - Employees
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    Original Message


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