AACC 6.4 - E-Mail Queue to Receive Off-Hour Contacts?

[avayaaacc]

Hello,

We are a call center closed 11 PM to 5 AM. Currently, our main queue still receives e-mail 24/7. However, this affects our e-mail average speed of answer significantly.

Is there a better way to handle this or should a new queue be setup, and is it possible for that queue to only receive the e-mail between 11 PM and 5 AM?

 

[GlennTho]

the current default email call flow/ script will check time of day and defer emails until the contact center is open. send emails to a new skillset might be a band-aid, AACC's job is to get contacts routed to a logged in agent for processing. if you send the emails to a new skillset during off hours who is going to answer them? in AACC Multimedia you can only assign an email address to s single skillset. I will verify that in my lab..