QueueMetrics forum

QueueMetrics => Running QueueMetrics => Topic started by: gopal2k on April 15, 2014, 20:54:34

Title: Pause code and receive call
Post by: gopal2k 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.

Title: Re: Pause code and receive call
Post by: QueueMetrics 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?

Title: Re: Pause code and receive call
Post by: gopal2k on April 16, 2014, 14:41:48

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

Thank you.

Regards