ACD routing in between different media type

1

Hi,

Not sure I am asking this question at the right place.

I would like to check possible to route an interaction in between call and email and messaging. The use case is when a customer is waiting in the call queue, e.g, more than 10 min, it automatically route to Messaging, and if still not responsed within a period of time, it route to email queue.

Regards,

Johnson

2

Hi Johnson_Lu,

When trying to figure the best way to configure our product, your question will best suit Genesys Community Forum