Pause code and receive call

[gopal2k]

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]

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]

Truly agree with you. Thought some tweaks will be there...

Thank you.

Regards