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Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

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  • 1.  Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-12-2022 09:03
    No replies, thread closed.
    We're mid-migration to Genesys Cloud and need to decide whether to continue using Web Chat, like we do in PureConnect Cloud, or switch to Web Messaging. Our partner is pushing us to Web Messaging, saying that Web Chat will be going away, and we do like a couple of the features Web Messaging offers, but there's a lot we don't like. Has anyone else made the switch from Web Chat to Web Messaging that can maybe help me with some real-life answers?

    Genesys Documentation says that Interaction Unresponsiveness/Inactivity Timeout isn't supported in Web Messaging. I understand the concept of Web messaging is a bit different than Web Chat, but we're not exactly ready to embrace that concept fully. Our Chat agents also handle calls and emails, but only one interaction at a time, so we need the web message chats to timeout after a certain period of inactivity. Is it impossible to implement an interaction unresponsiveness/inactivity timeout in web messaging, that would send the agent to wrap-up or follow up?

    #DigitalChannels
    #Connect with a Customer (NEW)
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Kristin Rappe
    Roche Diabetes Care, Inc.
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  • 2.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-12-2022 16:03
    No replies, thread closed.
    Hi Kristin

    You can adjust the timeout for web messaging see here:
    https://help.mypurecloud.com/articles/messaging-threading-timeline/
    However this won't get sent to an agent to wrap up, it will just end the web message session.

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    Anton Vroon
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    Original Message


  • 3.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-13-2022 15:21
    No replies, thread closed.
    In that case, I'm curious what others are doing to give agents time to 'wrap up' the web message interaction and finish logging, before receiving their next interaction? Again, our agents handle various interaction types - no one is scheduled for only web messaging - so ensuring that our agents have sufficient time to properly log the interaction is crucial. Manually selecting a DND status to do the logging is not an option, either.

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    Kristin Rappe
    Roche Diabetes Care, Inc.
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    Original Message


  • 4.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-14-2022 02:57
    No replies, thread closed.
    Hello Kristin,
    Indeed, we don't have an inactivity timeout that would automatically wrap-up the conversation on Agent side: btw, this would apply to all our messaging channels, not limited to Web Messaging. We have an Idea posted to address this, would be great to see more votes: https://genesyscloud.ideas.aha.io/ideas/DIG-I-1056
    The thinking behind current design is that Async conversations can last for long time (days/weeks), so it is Agent's responsibility to wait vs. disconnect from current conversation based on customer's responsiveness. The main difference form Agent's point of view, compared to Web Chat, is that even if conversation is disconnected, it can be resumed by customer next time they send a new message.
    Are you concerned with mis-usage on Agent side?

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    Angelo Cicchitto
    Genesys - Employees
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    Original Message


  • 5.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-15-2022 10:32
    No replies, thread closed.
    Hi Angelo, 
    I'm not super concerned with mis-usage on Agent side. Its more about delivering process standardization for our Agents. We try to provide tools that function consistently in support of the process, regardless of the channel, so that our agents can really focus on the customer and proper documentation of the concern to ensure compliance with regulatory standards. Our agents are very diversly skilled and our contact center runs extremely high efficiency because of this dedication to process consistency, so maintaining that as we move to Genesys Cloud and as technology evolves is critical. We cannot afford to modify processes and cut efficiency for the sake of the evolving technology. I'll check out the idea link you posted. 
    Thanks for your insight!



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    Kristin Rappe
    Roche Diabetes Care, Inc.
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    Original Message


  • 6.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-18-2022 12:34
    No replies, thread closed.
    This is a much-needed feature. Obviously, no agent is going to be sitting there for 72 hours waiting for a customer to respond, so at some point the decision has to be made to end the conversation. Leaving this up to the agent to decide when it's appropriate isn't just an abuse concern, but as Kristin points out, takes the agents focus away from the interaction to manually manage potentially multiple interactions and decide when they can free one up to take another, which can potentially also affect their KPIs.

    I'm curious as to why Genesys tends to lean towards making these decisions at a global level for customers, rather than simply provide the option to enable or disable an idle timer and let orgs choose if they want to use it and if they do, what that time should be?

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    Duncan Maloch
    Sonic.net
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    Original Message


  • 7.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-18-2022 14:13
    No replies, thread closed.
    Duncan, I agree! We need the option to enable an idle time for Web Messaging in Genesys Cloud. We have that option today in Web Chat in Pure Connect, as well as the ability to choose the length of time before the timeout occurs. We can also customize the timeout message, which is very important. In PureConnect Web Chat, we also have the ability to set a Grace Period timer and can customize the warning message, prior to the Timeout actually ending the current interaction. 

    With today's technical capabilities - including journey mapping, CRM integrations, and conversation threading - I can't believe it's difficult to recognize a returning web message customer, determine whether the current contact is about a new or continued topic and attempt to route the customer back to the same agent first. And if the original agent is not availble, to the next best-skilled available agent. We do something similar already using Attendant flows for calls and our CRM integration. Why is that techincal execution such a stretch for Web Messaging? Our business process requires it. Others' may not. I understand where someone might not want to work the way we do, but I don't understand why Genesys wouldn't give customers the option. Especially when it was available in a previous version that is being sunsetted.

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    Kristin Rappe
    Roche Diabetes Care, Inc.
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    Original Message


  • 8.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-19-2022 04:01
    No replies, thread closed.
    I would go with web messaging but..the idle timeout I can see becoming a problem. 

    This would be handy for sure to be able to set it, the threading is very good as it will try the last agent that handled the chat or ?? you use it for

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    Andy Jackson
    Ten Lifestyle Management Limited
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    Original Message


  • 9.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-19-2022 11:08
    No replies, thread closed.
    Hi Andy, 
    Are you using Web Messaging? Curious what your/your agents' experience has been. I'd appreciate any insight you're willing to share.

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    Kristin Rappe
    Roche Diabetes Care, Inc.
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    Original Message


  • 10.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-19-2022 10:41
    No replies, thread closed.
    Kristen,

    I'm just spit-balling here, but could you set up a web service somewhere that monitors all of the Web Messaging interactions and tracks their idle time. Then, if the time goes over your desired threshold, disconnect it? (This would need to be a custom application and make use of the API.)

    Might work until Genesys bake-in a solution?


  • 11.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-19-2022 11:06
    No replies, thread closed.
    Hey Paul, 
    That might work... Thanks for the idea!
    Are you using Web Messaging? Curious what your/your agents' experience has been.


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    Kristin Rappe
    Roche Diabetes Care, Inc.
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    Original Message


  • 12.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-19-2022 11:12
    No replies, thread closed.
    We are only using it (currently) for SMS and even then, it's in pilot.

    So far, so good!


  • 13.  RE: Web Messaging and Interaction Unresponsiveness/Inactivity Timeout

    Posted 07-19-2022 11:25
    No replies, thread closed.

    I have it in test for WhatsApp

     

    I quite like it so far, it's got more positives than negatives

     

    I like the chaining, I like that it tries to get back to the agent that had it last if its inside that chain window also that you get the chat history even if it goes to another agent.

     

    Negatives just the fact that the chat doesn't expire if neither agent or customer types, but that's a process thing more than anything, my agents complained that chat shut in 15 mins so you cant please them anytime.

     

    In queue message is good so you can have bots and hold messages along the way of holding

     

     

    Thanks

     

    Andy Jackson

     

    Telecoms Specialist

     

    Email: andyjackson@tengroup.com

    Desk: +44 (0) 2070505160

    Online: tengroup.com

    We're hiring: tengroup.com/careers

     



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