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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...
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
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 ...
HiJust to add this, you can have multiple overrides saved and then use a Case activity to check which Override is active and play a corresponding message/another action
