Hi,
How do we pull a chat interaction back to queue from an agent, if agent does not pick it within certain time?
I guess we can use the agent desktop (custom) to put the interaction in a queue, but is there any routing based solution? like doing RONA for voice calls (i.e. having strategy on station and invoking it with ringing).
Thanks in advance for any help.
Hi,
Interaction Server supports “RONA” for multimedia interactions. The option is named “delivering-timeout” and it set by default to 30 seconds. Second option related to this feature has is “not-ready-on-invitation-timeout” - allow to change agent’s status to NotReady if agent didn’t accept offered interaction within configured timeout.
R.
Thank you René. You are very helpful.