I assume you are using Dialer and using base scripter? To the best of my knowledge there is no way in the system to automatically push the agent back to available. I opened an incident with Genesys about this a while back and they confirmed that the system is designed to leave the agent in follow-up forever. The reason for this is the ownership is on the agent to finish the call, document it, disposition it, and then move on to the next one. If you force the agent back into an available status the previous call is going to be dispositioned as ambiguous which is a bad thing for dialer as dialer has no clue what the actual outcome of the call is. Read: you could be out of compliance depending on your regulatory requirements.
I suspect you are trying to use technology to force agents to do their job. Unfortunately with this particular situation the only practical solution which doesn't mess up dialer is to coach the agents and scorecard them on their after call work time. Another solution I have seen customers used with success is to offer a small monetary incentive such as $.25 per successful call per whatever metrics they use. The idea here is that the agents are more inclined to get through calls to get that extra money and they won't sit in follow-up longer than they need to.
If you want to throw all caution to the wind you can get the status changed back to available after X seconds but it will require you to switch to custom scripter, build a custom webpage, and embed the status flipping logic into the webpage. But be warned if you go this path any call that is not dispositioned will end as ambiguous totally messing up dialer.
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Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
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Original Message:
Sent: 11-28-2018 09:41
From: Vito Denaro
Subject: Followup status after outbound call
I am trying to understand what controls the agents status change after an outbound call. Currently when an agent finishes an outbound call their status is changed to "Followup". Once they disposition the call the status is changed to Available. If the agent does not disposition the call they will stay in the "Followup" status until they manually change it themselves to Available. The supervisor wants the status to change to Available after 20 seconds.
I look at the campaign and see in the Recall control Followup Status field set to the status of followup but no timer like in the work group under wrap up. I tried setting it up in the outbound workgroup under wrap up but that didn't work. So I am guessing the Campaign parameters over ride the work group settings.
So my question is this. Is there a timer to control the status change on an outbound call if the agent does not disposition the call.
I hope I am clear on what I am asking.
#Outbound
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Vito Denaro
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