Workforce Engagement Management

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  • 1.  Queue Activity

    Posted 10-29-2020 14:39
    Is there a way for agents working at home to see the number of calls in their queue?
    #PerformanceManagement

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    Lisa Cummings
    AdaptHealth LLC
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  • 2.  RE: Queue Activity

    GENESYS
    Posted 10-29-2020 14:55
    Performance Dashboards might be a way to support this Lisa. I think it would depend on your organizations preference however could be a useable capability. Dashboards can be designed and published for users also.

    More info here: https://help.mypurecloud.com/articles/performance-dashboards-overview/

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management

    cameron.smith@genesys.com
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  • 3.  RE: Queue Activity

    Posted 10-30-2020 10:05
    We are using dashboards, but agents are at home and dashboards take up a lot of screen space, it would be great if there was a small box in a corner of the screen that would show the # of calls waiting.  Is there anything like that?​

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    Lisa Cummings
    AdaptHealth LLC
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  • 4.  RE: Queue Activity

    Posted 10-06-2022 17:03
    Hey guys,

    I didn't want to start a new thread if I could help it so trying my luck here.

    When a call is transferred, on the queue activity page, it shows the total amount of time they've waited for example 50 minutes even in another queue.
    Then all the calls that have landed straight into that queue directly, may show 10 mins for example. Of course, they will get answered first until that call mentioned above reached to the oldest waiting time when it's then answered but to the call centre, it looks like a problem and looks like they are not being answered.

    Is there any way to view the total wait time and or only the amount of time that call, even if it's been transferred has been waiting in that 2nd queue only?

    Thanks

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    Nitin Jadva - Product Manager
    Utility Warehouse Ltd
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  • 5.  RE: Queue Activity

    GENESYS
    Posted 10-07-2022 15:34
    Hello Nitin!

    The duration value in the queues activity detail page is the conversations total duration, not necessarily the current wait time.  If the conversation spent a short amount of time in the IVR and want straight to queue, it would essentially be the current wait time but that's not exactly what it represents.

    Exposing the current wait time is a valuable data point to capture on that page.  I'd love to see an ideas page created for this https://genesyscloud.ideas.aha.io/ideas where we can receive customer input and understand the need for this functionality within the platform.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 6.  RE: Queue Activity

    Posted 10-06-2022 20:18
    We also found that most of the dashboard options are too large for reps, or they end up loading them in a new tab and then both tabs ring when a new call comes in - so we ended up telling our reps to start a new phone call to the queue they want to check, then click the 'view details' link which will show the number of calls, chats, emails etc waiting as well as how many reps are available and the estimated wait time. Once they get the stats, they just cancel the call.

    The call initiation has to be on behalf of a queue for this to work.




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    Brad Murlin
    Zillow, Inc.
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