Genesys Cloud - Main

Hello,

We currently use the interrupt function, allowing emails to be interrupted by incoming chats or calls. However, due to high workload, our agents' Average Handling Time (AHT) for emails is considerably high, as the time on hold is included in this metric.

Is there a method to pause emails instead of placing them on hold, mitigating the impact on AHT? Alternatively, do you have any workarounds or strategies that could help alleviate this issue?

Thanks!

#Reporting/Analytics

------------------------------
Joakim Kantola
H&M Hennes & Mauritz GBC AB
------------------------------

We have the same issue with Web Messaging.   When the agent is handling multiple chats or waiting on the customer to reply, their AHT is very high.  We have just implemented and finding trouble trying to determine an AHT goal.

------------------------------
Judy Jimenez, Call Center Operations Manager
CURE Auto Insurance
------------------------------

Original Message:
Sent: 01-04-2024 03:15
From: Joakim Kantola
Subject: When a call/chat interrupt email the AHT gets negatively impacted

Hello,

We currently use the interrupt function, allowing emails to be interrupted by incoming chats or calls. However, due to high workload, our agents' Average Handling Time (AHT) for emails is considerably high, as the time on hold is included in this metric.

Is there a method to pause emails instead of placing them on hold, mitigating the impact on AHT? Alternatively, do you have any workarounds or strategies that could help alleviate this issue?

Thanks!

#Reporting/Analytics

------------------------------
Joakim Kantola
H&M Hennes & Mauritz GBC AB
------------------------------