Genesys Multicloud CX cloud

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  • 1.  Calls in queue when agents are available

    Posted 10-20-2021 10:41
    Good morning! We occasionally see some calls that sit in a queue when we clearly have agents available, and sometimes for 17 minutes or longer. This issue have been very difficult to troubleshoot for us because we are not able to catch these quickly enough to have an engineer troubleshoot live, and we are also unable to get any call examples because we do not really know what happened to the call or what the call ID might have been. The issue eventually clears itself. I would like to know if anyone has had a similar experience and what the resolution may have been.
    #Routing(ACD/IVR)

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    John Oelfke
    ShopHQ
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  • 2.  RE: Calls in queue when agents are available

    GENESYS
    Posted 10-21-2021 02:23

    Hello John,

    I'd use reporting to catch problem calls and get their IDs.
    With examples, you can analyze the routing strategy part to clarify what skills were required and why calls had been sitting in the queue for such a long time.

    Can you share more about your solution and what Genesys application do you use for Reporting and Routing?

    Best regards,
    Slava



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    Viacheslav Ivshin
    Genesys - Employees
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  • 3.  RE: Calls in queue when agents are available

    GENESYS
    Posted 10-25-2021 13:40
    Hi Slava, John's organization is on Engage Cloud Platform. They use GCXI for reporting

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    Ibiyemi Togun
    Genesys - Employees
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  • 4.  RE: Calls in queue when agents are available

    Posted 10-21-2021 03:20
    I agree with the previous post.
    If you know which skill/queue the call was stuck waiting for, and the rough time it was, you should be able to run a historic call report and filter to show the call that waited in the excessive amount of time.
    Interaction Call Records will have all the relevant information needed for first stage trouble shooting and/or raising a ticket for help.

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    Kenny Lang
    Hutchison 3G UK Limited
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  • 5.  RE: Calls in queue when agents are available

    GCAP Member
    Posted 10-21-2021 09:56
    Hi John,

    We've experienced something similar and have found when our agents, who are skilled for both voice and email, have an email sitting in their email channel, this has prevented that agent from getting calls for several minutes to even an hour or more. Once the agent moves the email to his/her workbin, and sets the email channel to Not Ready as to prevent another email from coming in, then the agent will get calls again. We don't know why this happens. When agents are idle on voice, then email seems to interfere with routing. Not sure if it's because emails are viewed the same as a phone call or if it's a routing config issue. We use the interaction flow reports to trace inbound calls from start to finish as you can see what queue the call hits first, who it's routed to, and then follow the call when it gets diverted to another queue or agent.

    Good luck with your troubleshooting!
    Joy Cook
    Workforce Management Specialist
    Las Vegas Valley Water District

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    Joy Cook
    State of Nevada - Las Vegas Valley Water District
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