Genesys Cloud CX

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  • 1.  Contacting in Voice Timeline

    Posted 01-06-2022 09:31

    Does anyone know what contacting represents in the timeline image below.  This is from a callback interaction. The user never made the callback because normally after contacting you would see dialing in the timeline.  We are just looking for what contacting means in a callback interaction.  Is this when the user clicks on begin callback and the call doesn't connect to dial?

    Contacting Timline


    Brian Searle
    Equitable Financial Life Insurance Company

  • 2.  RE: Contacting in Voice Timeline

    Posted 01-18-2022 17:13

    • contacting: An agent is performing an outbound call and is currently trying to establish a connection with the agent's station. This is captured by the tContacting metric. Usually, the duration is very short but may be longer if the station is remote, e.g. the agent is calling in from his cellphone.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect