define time interval between two mails (interaction)

[L3ARBI]

Hi all,

i'm  a novice in Eservice Solution , i need to know how to define time interval between to email (interaction) in the GAD. like a wrap-up in voice interaction.

tnx

[cavagnaro]

Just wondering why? you can accept an email and have it there without doing nothing else and go to your CRM and do your stuff.
It is not like voice that you have another person waiting for you live.

[L3ARBI]

tnx for your reply, but the problem  that when  agent recive the first email and reply it(in Genesys agent desktop) when the transaction was terminated , another mail arrive in the GAD,, so there is no time bettwen two email (for exemple when a agent want to leave GAD a email arrive ,agent can't not logout, he close the windows of navigator )


tnx

[cavagnaro]

If you close the GAD with an email opened no problem, it will return to the queue.

[bublepaw]

You can always modify timers in URS to delay moment when agent becomes valid target for routing after closing current email.

[Grand_Master]

Why doesn't the agent just go not ready in GAD before clicking Done on the last email s/he's busy with?