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  • 1.  Inbound call-flow: out-of-service feature and reporting capability

    Posted 09-24-2021 05:22
    There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:

    If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.

    Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
    not be reported.

    We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".

    BR,
    Thomas
    #Routing(ACD/IVR)

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    Thomas Kern
    IKEA Deutschland GmbH & Co. KG
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  • 2.  RE: Inbound call-flow: out-of-service feature and reporting capability

    Posted 09-27-2021 08:40
    We do something similar.  For reporting, I download the interactions details and look at the Flow column.  If the call was "calls given busy", then it only has one flow associated with it.  If there are agents on queue I transfer the call to a new flow, so you see two flows in the Flow column.  If there are no agents on queue, then it doesn't pass the first flow and disconnects so only one flow is recorded.

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    Penny Petrie
    Camis Inc
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  • 3.  RE: Inbound call-flow: out-of-service feature and reporting capability

    Posted 09-27-2021 10:25
    Hi Penny,

    this seems to be very promissing. I'll rty this.

    Best regards
    Thomas

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    Thomas Kern
    IKEA Deutschland GmbH & Co. KG
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  • 4.  RE: Inbound call-flow: out-of-service feature and reporting capability

    Posted 09-27-2021 08:50
    Have you thought about making the "Flow.AgentOnQueue > 0" decision within the In-Queue flow? Then, all of the calls will flow to the queue, but whenever there aren't agents, you can still configure the disconnect logic if desired. The only thing you would need to be mindful of with this approach is the queue flow out number would increase, as there would be calls entering the queue and then leaving (being disconnected) without being answered.

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    Peter Stoltenberg
    Avtex Solutions, LLC
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  • 5.  RE: Inbound call-flow: out-of-service feature and reporting capability

    Posted 09-27-2021 10:19
    Hi Peter,

    decision is already setup inside an in-queue flow and fuctionality works like a charm. The point is: When a supervisor wants to run a report for "calls given busy" he will see no data for those calls.

    Thanks for your input

    Best regards
    Thomas

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    Thomas Kern
    IKEA Deutschland GmbH & Co. KG
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  • 6.  RE: Inbound call-flow: out-of-service feature and reporting capability

    Posted 09-27-2021 10:33
    Hi Thomas,

    You could also use the External Tag attribute to store an attribute "Agents Busy" if that decision step is true, or "Agents Not Busy" if not true.  Then this data would show up in the Interactions performance view. It isn't the intended use case of the External Tag, but it would meet your needs for now until further IVR reporting is released.

    Or, you could write that data to Participant Data.  Then, Supervisors can export the Interactions view and "save" the custom attributes on that export.  Only downside to this approach is that it's not immediately available in the UI; only via export.

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    Peter Stoltenberg
    Avtex Solutions, LLC
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  • 7.  RE: Inbound call-flow: out-of-service feature and reporting capability

    Posted 09-27-2021 10:49
    Hi Peter,

    sounds promising. I will check this after my leave.

    Best regards
    Thomas

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    Thomas Kern
    IKEA Deutschland GmbH & Co. KG
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