Workforce Engagement Management

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  • 1.  Outbound Call Data

    GENESYS
    Posted 05-28-2020 12:42
    No replies, thread closed.
    Hey Everyone,

    We had a question come in from Susie:

    Is there any reporting for outbound calls that are not in a campaign?  One of our departments takes inbound calls but sometimes has to gather info and then call the customer back after collecting the necessary data.  We would like to account for these outbound calls but can't seem to find a report that does so.  Any information would be greatly appreciated.
    #AskMeAnything(AMA)
    #Other/NotSure

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    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
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  • 2.  RE: Outbound Call Data

    GENESYS
    Posted 05-28-2020 12:47
    No replies, thread closed.

    Hi Susie,

    This is a great question and depending on how your agents are doing the information gathering it may impact the answer.  If your contact center is doing the information gathering during after call work on the original call then the time would be included in the original call average handle time.  If this is how you are doing the information gathering then your forecast will include the higher AHT in the forecast associated with the inbound calls.  In other words, the inbound call AHT would include the information gathering/follow up work.  I hope this helps!

    Thank you,

    Chris



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    Christopher Johnson
    Genesys - Employees
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    Original Message


  • 3.  RE: Outbound Call Data

    Posted 05-28-2020 13:10
    No replies, thread closed.
    Thanks Chris!  We actually created special "busy" codes depending on the type of customer they are dealing with.  We have Premier, Non-premier, Maintenance and Field Tech Assistance.  Is it a better idea to create these specialty codes under "after call work" so that they would be tied to the original call?  Also, is there a way to gather how many outbound calls each individual actually made during their shift?d


    Susie

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    Susie Quintyne
    Summit Broadband
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    Original Message


  • 4.  RE: Outbound Call Data

    GENESYS
    Posted 05-28-2020 13:49
    No replies, thread closed.
    Hi Susie,

    You can see an agents outbound calls in Genesys Cloud.  Under the Performance drop down select "Agents".  The outbound field is not natively displayed, however you can expose that column by clicking on the "+" at the end of the row, locate and check the Outbound check box to add the field to the view.  


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    Chip Funk
    Manager, Business Consulting
    Genesys - Employees
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    Original Message


  • 5.  RE: Outbound Call Data

    GENESYS
    Posted 05-28-2020 14:00
    No replies, thread closed.
    Hi Susie,

    If the follow up work is sequential and can be done while the agents are still in ACW then the workload would be captured there and on a go forward basis, future inbound/voice forecasts would include that workload as part of the AHT.  I don't think you would need the "busy" codes if the work was done in ACW as part of the inbound call handle time.  This would only work if the follow up work can be done right after the inbound call, so it may not be a solution for you that works.  

    Thanks!
    Chris

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    Christopher Johnson
    Genesys - Employees
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    Original Message


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