Genesys Cloud - Main

Good morning/afternoon/evening!

Due to the nature of their work, a department in our contact center are using Genesys in a different way to what you'd expect. Which is potentially giving agents the ability to sit in After Call Work for longer than they should.

Context - Process

Agent answers a call > notes request > ends the call.

Agent remains in after call work whilst they then make the outbound call to obtain the information requested in the initial call.

Agent ends the outbound call and ends ACW on the outbound call.

Then makes a second outbound call to the original caller, to give them the requested information.

The ACW runs from the time the first call is received, until the last call is made to the initial caller to complete the request.

Issue

The overall handle time is then looked at as a performance metric, however its not very powerful as the handle times vary wildly.

I believe this process model gives agents the ability to sit in after call work longer than they should as once they've made the outbound calls, they can just go and take a break and leave ACW running and put it down to a long outbound call.

Solutions

I'm trying to work on an excel spreadsheet that calculates 'Agent A's' total Inbound ACW time and compare that to the outbound talk/contacting/hold/dialing time.

I'm struggling to come up with something solid however as Genesys provides multiple names for an interaction if 'Agent B' was alerted first, but 'Agent A' answered the call. Therefore I'm struggling to produce something fair that proves my theory.

Help

Has anyone on here had anything similar that they may be able to lend me some ideas on how to crack this?

I'd really appreciate your help.

Many thanks,

Nick Squires,
nsquires@mib.org.uk

​
#Reporting/Analytics

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Nicholas Squires
Motor Insurers' Bureau
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I may not be understanding correctly, but to me, it seem as if the issue is in that 2nd step:

• Agent remains in after call work whilst they then make the outbound call to obtain the information requested in the initial call.

If the user remains in ACW and then makes a call, sure, that ACW from the initial call will continue.  In my opinion and how we do it in our call center, the rep. should treat each interaction separately.  When the first call comes in and the talking is finished, the rep. is in ACW and can note they need to call the customer back later after some research.  So they then hit Done and end the interaction and ACW. 

If the rep. then wants to call someone about it, they would select Busy/Outbound Calling.  They then speak to someone else about the issue.  Then if they find what they need, they then call the customer back (remaining in Busy/Outbound Calling).  I am not sure if your call center is set up this way with the same options we have.  But it seems to me, they user needs to end the initial interaction and get out of ACW then.  Then begin new interactions to avoid ACW stacking up the whole time?

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JONATHAN NEWMAN
Franklin Templeton Companies, LLC
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Hi Jonathan,

Thank you for your response.

I suggested exactly what you proposed above - however they wish to track the total time a complete interaction is taking, i.e - inbound call which is always followed by an outbound to an insurer, then the final outbound call back to the initial inbound caller.

Therefore, they leave the ACW running from the inbound call whilst they make the outbound calls. Returning back to end the ACW once the final call has been made back to the customer to complete the interaction.

Can you think of any other way of capturing this?

If we were to go to the method you've suggested, it would be difficult to track individual performance as the inbound/outbound/outbound calls all take varying amounts of times for example Inbound:3 minutes, outbound:1-30 minutes, outbound. 2 minutes.

Any assistance to either improve on the current method or the method you've suggested above is really appreciated.

Nicholas Squires
Motor Insurers' Bureau

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Nicholas Squires
Motor Insurers' Bureau
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Original Message:
Sent: 04-29-2022 16:32
From: JONATHAN NEWMAN
Subject: ACW tracking

I may not be understanding correctly, but to me, it seem as if the issue is in that 2nd step:

• Agent remains in after call work whilst they then make the outbound call to obtain the information requested in the initial call.

If the user remains in ACW and then makes a call, sure, that ACW from the initial call will continue.  In my opinion and how we do it in our call center, the rep. should treat each interaction separately.  When the first call comes in and the talking is finished, the rep. is in ACW and can note they need to call the customer back later after some research.  So they then hit Done and end the interaction and ACW.

If the rep. then wants to call someone about it, they would select Busy/Outbound Calling.  They then speak to someone else about the issue.  Then if they find what they need, they then call the customer back (remaining in Busy/Outbound Calling).  I am not sure if your call center is set up this way with the same options we have.  But it seems to me, they user needs to end the initial interaction and get out of ACW then.  Then begin new interactions to avoid ACW stacking up the whole time?

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JONATHAN NEWMAN
Franklin Templeton Companies, LLC
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