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  • 1.  Call centre Agents Mutiple calls Disaster

    Posted 03-20-2019 01:48
    This may be a silly post but i am looking for feed back on how to tackle my customers issue or more so if anyone out there has experienced these types of difficulties in this particular configuration.

    The system is programmed so agents are able to receive multiple voice calls from a Queue. (not my programming) 
    The agents can not handle multiple calls and so they reject the second call from the browser interface.

    Here is where the issues start.
    1. Aside from the reports all being out of line and the stats being messed up. (they are actually reporting correctly but it looks wrong)
    2. The agents are having all sorts for browser update issues, things just don't work (unlike all our other pure cloud installs)
    3. Ghost calls are banking up on the Queues.
    4. Agents don't tseem to be able to hang up from the first party and answer the second party without some screen UI update issues.
    4. Many other little quirky agent UI issues causing headaches.

    Has anyone out there seen this type of disaster????
    Help or suggestions would be really appreciated.
    #Integrations

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    Mark d'Auvergne
    Global Talk Pty Ltd.
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  • 2.  RE: Call centre Agents Mutiple calls Disaster

    Posted 03-20-2019 02:07
    Edited by Richard Dib 03-20-2019 02:07
      |   view attached
    Under contact center > utilization

    what is it currently set to for voice? you can change it to 1 so they can only handle one call at a time.




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    Richard Dib

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  • 3.  RE: Call centre Agents Mutiple calls Disaster

    Posted 03-20-2019 06:31
    Hi Richard
    The setting is set deliberately at 2 which we can change to 1 but this is against the wishes of the customer.

    Regards
    Mark d'Auvergne
    03 96850222




  • 4.  RE: Call centre Agents Mutiple calls Disaster

    GENESYS
    Posted 03-20-2019 08:47
    Just a complete guess based on the symptoms you describe for the Client UI, but it sounds like network communication issues between the clients and the cloud. Could be your local network, could be the ISP and internet connection.

    If you have already done a thorough analysis of the local network, you might switch to a different internet connection if you have one, or maybe get your internet provider to do some checking.

    If the customer won't let you change the Utilization to only allow one call at a time, there's nothing you can do to solve the problem of agents rejecting the second call.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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