Hi, Robert! Will this feature require "Enable Multiple Actions" setting to be turned on? We currently have it on, but unfortunately it is impacting the AHT calculation for both queue and agent metrics. It creates two extra sessions in timeline, where agent has transmitting segment for sending the reply and interacting segment after, which can be stopped only by disconnecting an interaction forcefully by agent. So when agent sends reply instead of going in ACW the conversation goes in interacting mode again.
Both interacting segments are used for AHT calculation as confirmed by Genesys Professional Services Analytics consultant assigned to our project - the AHT appears almost twice shorter than i should be.
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Ekaterina Kononova
Product Specialist | Data, Analytics & Quality Management
Sweden
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Original Message:
Sent: 06-14-2024 09:24
From: Robert Wakefield-Carl
Subject: Restart an old email conversation
Indeed, this feature is out next week. Here is a screen shot of what it may look like for phase 1 and later on for phase 2 from the Customer Journey widget.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-13-2024 17:20
From: Will Bellerby
Subject: Restart an old email conversation
Hello,
Has anyone had any luck with restarting an email conversation where the agent has already disconnected it? It's obviously not possible from the UI, but I'm interested to see if anyone has been able to do it from a developer/architect POV?
Regards,
Will
... Edit
Turns out the UI functionality is coming next week which probably also means API's:
#DigitalChannels
#Integrations
#Roadmap/NewFeatures
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Will Bellerby
CXLOGIQ LIMITED
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