Author Topic: Pause code and receive call  (Read 2065 times)

gopal2k

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Pause code and receive call
« on: April 15, 2014, 20:54:34 »
Hi,

I have some agents where he can take calls and email support as well. Can I create a pause code as "Email Sessions" at the same time simultaneously he can receive calls also.

Basically I don't want him to pause from taking calls, while doing his email support, he is supposed to take calls as well. Is this possible?

Thanks.

QueueMetrics

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Re: Pause code and receive call
« Reply #1 on: April 16, 2014, 11:40:08 »
I don't think so - when you are paused, you are paused at the ACD level. How do you tell if an agent is not answering the phone because they are finishing processing email?

gopal2k

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Re: Pause code and receive call
« Reply #2 on: April 16, 2014, 14:41:48 »
Truly agree with you. Thought some tweaks will be there...

Thank you.

Regards