Genesys Cloud CX

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  • 1.  Agents on Interaction show as IDLE

    Posted 12-22-2021 08:34
    We are in our heavy volume period during the holidays and there are times when we have 300+calls waiting in queue.  Our call routing is between our US care center agents and our offshore BPO.  The strategy is to first look at US agents and if someone is idle, deliver the call and if not, send the call to our BPO where if there are no idle agents, the call sits in queue.  What we are seeing is instances where an agent will be on an active interaction but show as idle and in these cases, a queue will build on the US side.  Has anyone experienced this situation before and found a root cause?  Thanks
    #ArchitectureandDesign
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #SystemAdministration

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    Thomas Jackson
    The Avon Company
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  • 2.  RE: Agents on Interaction show as IDLE

    Posted 12-23-2021 13:59
    Hi Thomas.
    So to be clear, the agents are on an interaction and the calls  in the queues build up.
    Once the agents are clear with the interaction they are getting one of these calls?
    If so, sounds like the analytics are lagging and its sending the calls to the queue and recognizing the agents are idle.

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    Jeff Ragsdale
    Outdoor Network LLC
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  • 3.  RE: Agents on Interaction show as IDLE

    Posted 12-24-2021 07:56
    Exactly

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    Thomas Jackson
    The Avon Company
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  • 4.  RE: Agents on Interaction show as IDLE

    GENESYS
    Posted 01-03-2022 10:15
    Hi Thomas,

    If you continue to see this, can you open a Care ticket and provide an example of a conversation that you felt should have been answered and an agent that you see as idea so they can investigate what the Assignment service was "seeing" at that point?

    Thanks!

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    Laurie Nelson
    Genesys - Employees
    Sr. Director Product Management - Data, Analytics and Reporting
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  • 5.  RE: Agents on Interaction show as IDLE

    Posted 01-04-2022 12:32
    Hi Laurie - we have done this - actually before I submitted this to the community - has been sitting with dev so disappointed in the response but that is not unusual with Care.

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    Thomas Jackson
    The Avon Company
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  • 6.  RE: Agents on Interaction show as IDLE

    Posted 01-05-2022 10:48
    Hi Thomas - are the agents working on ACD routed calls when they are still showing as IDLE, or they are working on non-queue calls?
    I know when you are in a "Communicating" status, your routing status will still show as IDLE.

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    Marian O'Connell
    Wren Data Ltd
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  • 7.  RE: Agents on Interaction show as IDLE

    Posted 01-06-2022 11:45
    Hi Marian - The agents are On Queue actively taking calls routed to the queue per the flow. They are not working on non-queue calls.

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    Annie Woerner
    The Avon Company
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