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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: lancer123 on April 13, 2018, 11:21:05 AM

Title: Handling of After Call Work related to Voice and Email Channels
Post by: lancer123 on April 13, 2018, 11:21:05 AM

Hello,
I have a situation I am hopeful somebody can provide a recommendation.  Our setup uses an Avaya switch which control the Agent going into ACW after a call is complete.  In addition, the Agent is also skilled to an email channel.  The business wants to voice/email channel to both either be in ACW or Ready (not being able to select a different value for each channel independently).  When the Agent completes a call, the switch is putting the voice channel in ACW but the email channel remains ready.  Is there anyway we can influence the email channel  to also be not ready in the switch puts the voice channel in not ready?

Thanks,
Lance

Title: Re: Handling of After Call Work related to Voice and Email Channels
Post by: cavagnaro on April 13, 2018, 11:27:37 AM

In voice you need ACW to end manual tasks as later will come a "live" interaction and will need to focus on that.
On email is not the case, if another email comes in...just put it aside and keep doing your CRM work.
There is no ACW for multimedia channels.

Title: Re: Handling of After Call Work related to Voice and Email Channels
Post by: stevealix on April 18, 2018, 08:48:41 PM

Investigate Workspace Option in WDE for Email - Auto Accept Incoming Email. You may be able to set this to False which then would allow your agents to not accept the inbound email.  Unfortunately you cannot acw email.
Also you could try a capacity rule configuration to delay emails if the voice channel is in Acw. Never tried this, just shooting out an idea.