Hi All
I am trying to have two different email interaction queue sum together in ccpulse; for voice queue no problem for email is different as the interaction queue are under the folder scripts and when I try to create a new dn group I cannot even select them.
can anyone give a suggestion on how this can be achieved?
Interaction queue is not a mediation DN, therefore can’t be grouped like that.
Maybe a VQ at the target? Same on both?
Enviado de meu E6633 usando o Tapatalk
yes thank you for the answer it is a good idea but one is a workbin and the other a proper interaction queue so I don’t think I can put the same vq target.
Then no way…Workbin is even another object at all…
Maybe measure the IQ that routes to this both objects, at your strategy something is doing the distribution right?
Measure it there, or adjust your strategy for this to happen
Enviado de meu E6633 usando o Tapatalk
the workbin is associated with an interaction queue so the agent put the email in the workbin so no way I can do anything at the strategy level…so at this stage I think it cannot be done.
thank you again for your suggestions