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ian.richards1
Level 1
Level 1
Member since ‎12-10-2021
‎08-18-2025
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Prioritise Chat in a blended real time profile

08-13-2025
HiI have created a Blended Realtime Profile that handles either 1 Voice or 1 Chat at a time. From testing it seems to prioritise Voice over Chat regardless of the wait time. So if a chat has queued for 5 minutes and call for 1 minute, it will present...

Prioritise Requeued Email

07-03-2024
HiMy understanding is that in Webex Contact Centre when a email gets requeued it goes to the back on the queue, is there a way to prioritise a requeued email so that the next available agents has it presented instead?ThanksIan

Do dequeued Call counts towards calls offered

06-13-2022
Hi In reporting - if a call is dequeued due to the dequeued step will this be counted toward the calls offered figure for the original dialed line? 

Email Contact Detail Report vs Traffic Analysis Report

12-10-2021
Hi All I am hoping someone can clarify an issue for me. When running the Email Traffic Analysis Report for a given day it gives me a total of emails recieved into each email address/inbox. When I then run the Email Contact Detail Report for the same ...
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Member Since ‎12-10-2021 03:24 AM
Date Last Visited ‎08-18-2025 02:51 AM
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