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Looking for Ideas on how to block incoming calls during Lunch

Kevin Brown

Kevin Brown09-27-2019 19:17

  • 1.  Looking for Ideas on how to block incoming calls during Lunch

    Posted 09-26-2019 17:42
    Just to level set here, it is not as simple as setting the "Not Ready" status to not take calls.  

    We have many Level-2 agents and Team Leads that do not normally take queue calls so must stay out of 'Ready' unless they are helping out when call volume is high.  Most of their day is to communicate directly with and receive direct call backs from our customers as they work a particular case, thus they stay various forms of 'Not Ready' (Not Ready-Call Back, etc.).  We have set 'Not Ready' status to allow direct and agent-to-agent calls.    When they go on lunch they move to 'Not Ready - Lunch' but unfortunately, since this is still a 'Not Ready' state, calls will still ring through to their desk when they are not there.  If they do not answer it will move to voicemail but while that call is ringing, their status has change to 'busy' then back to 'Not Ready-Lunch'.  The reports show the agent flipping in and out of lunch often messing up the duration counts as well. 

    We have a direct dial application which will check the state of the agent but there is no way to check which type of 'Not Ready'.  Short of these agents logging off at lunch, we have not found a way to resolve this.

    Has anyone dealt with this before or have any ideas?  We are told it is not possible to check for the full status 'Not Ready - Lunch'; has anyone overcome this?  A new API perhaps?

    Any suggestions would be appreciated.
    Thanks.
    #ArchitectureandDesign

    ------------------------------
    Davide Giglio
    FCA US LLC
    ------------------------------


  • 2.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 09-27-2019 19:17
    Edited by Kevin Brown 01-17-2020 16:48
    .


  • 3.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 09-29-2019 09:52
    My team and I were discussing this issue and are actually pursing a report out of our BI Data.   Thanks Kevin, for the validation we are on the same track.

    ------------------------------
    Davide Giglio
    FCA US LLC
    ------------------------------



  • 4.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 09-30-2019 08:52
    Do they take lunch at the same time every day? Would it be as simple as adding a business hours check in the routing application?

    ------------------------------
    Austin Brigham
    WHIRLPOOL CORPORATION
    ------------------------------



  • 5.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 09-30-2019 09:39
    Good thought but unfortunately no we cannot rely on a pre-defined hours.  Agents take their lunch at different shifts but we cannot guarantee they take off at an exact specific time, all depends on call volume and when their last call finished.


    ------------------------------
    Davide Giglio
    FCA US LLC
    ------------------------------



  • 6.  RE: Looking for Ideas on how to block incoming calls during Lunch

    GENESYS
    Posted 10-01-2019 10:09

    Is it possible to have these agents change their status to Logged Off during the lunch break? When they return from lunch they can simply log back on the channel(s). Right click on the desired channel(s) and select Log Off/Log On, or from the global status menu, select Log Off/Log On.

     

    In speaking to the Workspace developers, they recommended that you review the SIP Server documentation and set up a routing strategy that looks for specific Not Ready states or the Do Not Disturb state and prevents the routing of calls to the agent or voicemail. Review the Genesys documentation on setting up "Routing Based" call distribution.



    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Laboratories
    ------------------------------



  • 7.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 10-01-2019 10:25
    Thanks Matthew for your thoughts.  Unfortunately we cannot have them log off or use 'Do Not Disturb' at lunch.  We use the status times as input to payroll (logged/out & lunch break) and compliance.

    You mentioned "...review the SIP Server documentation and set up a routing strategy that looks for specific Not Ready states or the Do Not Disturb state...".  We were told through a care ticket that we can only check for 'Not Ready' and not its actual state in our applications.  That would solve everything is we could check for 'Not Ready - Lunch'.  Is this not true?  We are using PureEngage Cloud, does that make a difference?  We are finding the 'on-premise' guys have a lot more control and access than we do.



    ------------------------------
    Davide Giglio
    FCA US LLC
    ------------------------------



  • 8.  RE: Looking for Ideas on how to block incoming calls during Lunch

    GENESYS
    Posted 10-01-2019 12:08

    Hello Davide,

    You are correct that Workspace on-premises and Workspace Desktop Edition grant greater access and control to you as the administrator.

    May I ask what version of Workspace PureEngage Cloud you are using, 8.5.2, or 9.0?

    I tested using the Do Not Disturb state for a PureEngage Cloud Workspace 9.0 agent. When I tried to transfer a call from another agent, I got an error on the transferring agent side and the call failed to transfer or go to voicemail.

    If I recall, there is a "Reachable state" setting in Agent Setup. I will contact the PEC Workspace team and see if they can shed light on it.



    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Laboratories
    ------------------------------



  • 9.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 10-01-2019 21:26
    Hi Matthew,

    We are using Workspace 8.5.2 at the moment since V9 does not yet work with the GPlus adapter; we use SalesForce with Genesys workspace embedded.

    I don't think Do Not Disturb; as we have removed it as an option across the board.

    The 'reachable state' sounds intriguing though.



     




    ------------------------------
    Davide Giglio
    FCA US LLC
    ------------------------------



  • 10.  RE: Looking for Ideas on how to block incoming calls during Lunch

    GENESYS
    Posted 10-02-2019 08:54

    Hi Davide,

    Have you seen the launch of Gplus Adapter 9 for Salesforce Lightning? 
    https://docs.genesys.com/Documentation/PSAAS/Public/RN/GAL
     I'm not sure if this will address your need, but it is something to discuss with your Genesys sales rep.



    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Laboratories
    ------------------------------



  • 11.  RE: Looking for Ideas on how to block incoming calls during Lunch

    GENESYS
    Posted 10-02-2019 10:18

    Davide,

     

    Regarding the "is reachable" feature. Since you are a cloud user, you will need to ask Genesys to enable the following option for you: https://docs.genesys.com/Documentation/Options/Current/HTCC/HTCC-interaction-workspace#teamcommunicator-voice-list-status-reachable

     

    This option will prevent calls from being directed to anyone who is in the specified state.

     

    At this time, only NotReady, Busy, and LoggedOff are supported. The same restriction holds for v9.



    ------------------------------
    Matthew West
    Staff Technical Writer
    Genesys Laboratories
    ------------------------------



  • 12.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 10-02-2019 11:25
    Hi Matthew,

    I was not aware of Gplus Adapter 9 for Salesforce but will definitely do  some research.  It looks to solve some good functionality that we've been struggling with.  POC and testing will be needed as well as read all the release documents and check with our TAM to ensure WWE V9 is compatible; the last we were told (just last month) is that WWE V9 does not work with GPlus.  At a minimum it could be better for our current WWE 8.5.

    As for the "is reachable" feature, it sounds like we are going back to our original problem, cannot differentiate the different types of NonReady.    NotReady-Lunch should not be reachable where all others need to be.  We will investigate nonetheless.

    Thanks for the advise and information.


    ------------------------------
    Davide Giglio
    FCA US LLC
    ------------------------------



  • 13.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 10-02-2019 12:20
    Edited by Kevin Brown 01-17-2020 16:48
    .


  • 14.  RE: Looking for Ideas on how to block incoming calls during Lunch

    GENESYS
    Posted 10-02-2019 14:39

    Davide,

     

    Your company can submit a Feature Request (FR) to Genesys here to have the capabilities of the reachable feature expanded:

     

    https://docs.genesys.com/Documentation/ST/latest/CloudReseller/FeatureRequests

     

    The request goes to the Product Manager for consideration.

     

    Gplus Adapter 9 for Salesforce Lightning was just released a few days ago. As with our other Cloud products, it will be updated and improved every few weeks.

     

    Matthew West

    Staff Technical Writer

    Genesys Laboratories

     

    Sent from Mail for Windows 10

     






  • 15.  RE: Looking for Ideas on how to block incoming calls during Lunch

    Posted 01-17-2020 17:16
    Edited by Kevin Brown 01-17-2020 17:16


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