Bill_Leasure | 2017-09-19 18:18:05 UTC | #1
Is there a good resource to help explain how Presence and Routing Status works for agents that are handling both email and voice interactions (or chat and voice)?
For example, if an agent is INTERACTING with an email and also logged into a queue to accept ACD calls, when the agent misses a call, does the agent's Routing Status go into NOT_RESPONDING? If so, how does this impact recording the agent's time spent on the email?
Thanks
tim.smith | 2017-09-19 18:48:00 UTC | #2
Here's some documentation on presence and routing status: https://help.mypurecloud.com/articles/agent-presence-status-and-activity-indicators/
If that doesn't give you what you need, try posting in the PureCloud Community Forum. This forum is only for discussions related to customizations using the PureCloud APIs, not product questions.
system | 2017-10-20 18:48:02 UTC | #3
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.
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