TABLE OF CONTENTS
This feature is only available on email and SMS interactions and allows agents to 'park' an interaction, preserving their SLA when they receive an inbound call or have to deal with something which takes them away from their current capacity of interactions.
Select the images for a closer look.
Admin view
The park interactions feature doesn't have to be used and can be switched on or off via the channels page. Each channel has its own controls for the feature, with the option to have it as manual, automatic, or both manual and automatic.
Fig 1. The channel admin screen with an email channel selected. The Channel settings tab houses the options for park interactions in the SLA section.
Manual park interactions
When enabled, tickets handled by users on the queue associated with this channel will be able to be manually parked.
All tickets manually parked will not be automatically un-parked.
When on calls, manual park cannot be initiated on other interactions as you will not have access to those interactions.
Purpose of manual park
If agents receive an interaction that requires further work away from the screen E.g. they need to speak to a manager/3rd party or undertake a lengthy process elsewhere, they can park the interaction to do so.
Automatic park interactions
When enabled, all tickets handled by users on the queue associated with this channel will be automatically parked, when the user receives an inbound call. If not enabled, the SLA of the ticket will continue to increase while the user is handling the inbound call.
All tickets automatically parked will be automatically un-parked when the inbound call has been dispositioned.
Purpose of automatic park
If you need interactions to be parked when a call comes in, use automatic park, as this is not possible with manual park alone. You can however, have both manual and automatic park enabled on channels.
The following guide shows you through how parking interactions is handled within ContactHub