I wonder if anybody else has come across this and knows of a solution or do I need to raise this as an enhancement request.
We have discovered that, if an agent goes into a busy code and then starts responding to an email they have already allocated to them the busy code stops counting down. We have some busy codes that will automatically end and the agent be made available after a set time but this is obviously not happening as the busy code doesn’t count down. We do have the system set to interrupt emails with telephone calls but this won’t happen if the person it on a busy code.
Obviously we have advised staff to be careful on their use of busy codes and dealing with emails but it’s an easy thing to get wrong and not that easy to spot.
So, any advice or experience I can learn from, or of course am I missing a setting somewhere that will stop this happening. Thanks
Thanks so much for your post, and apologies for the delay in getting back to you.
Busy Codes and Emails can feel a bit tricky, so let me break it down. Essentially, it’s more about how the workflow operates. If I’m on a Busy Code, I shouldn’t really be on an email at the same time – because I’m meant to be “busy”. That said, the system doesn’t stop me from creating new emails (or calls) or checking my deferred list, so it’s a bit of a grey area.
Now, why does the timer stop? The system can only track one timer at a time. An agent is either marked as “busy” or actively working on an interaction – it can’t log both simultaneously. So, when you start working on an email, the Busy Code timer pauses. This allows the system to calculate accurate interaction handling time and produce all those useful stats for reporting.
I’d love to hear how your workflow handles this and what you think should happen in this scenario. If you’ve got ideas, please pop them into the Ideas Portal – we’d be happy to review and see if it’s something we can add to the platform.