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  • 1.  Agent Call Drops/Disconnections | Recover Call Solution

    Posted 22 days ago

    Hi,

    Not sure how many people have suffered similar to the below, but thought I would share what I have done to improve the customer experience when a call drops due to agent side disconnection.


    We have remote agents onshore and offshore which due to network issues outside of our control (poor home network etc) can result in callers being disconnected as the agent side of the call drops the call with a 480 Ice Idle Disconnection as an example.

    Using a couple of data action's and 'post flow' call flow when a 480 iceidledisconnection is detected on the live call, the caller is prompted with a comfort message (apologising for the drop) and opportunity to return to the queue instead of being disconnected. Call returns to the original call flow/queue and to another available agent.  

    Agents receiving these dropped calls are informed on the screen the caller had been previously disconnected to enable them to handle the caller with additional care.

    Within the same flow I am also assigning a wrap code to make identifying when this happens easier. This also helps with reporting, for example during a period today 47 drops were detected and 42 callers of those 47 chose to be put back in the queue.

    Happy to share the flows and data actions if anyone is interested.

    Thanks,


    #Telephony

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    Calvin Minton
    Solutions Architect
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  • 2.  RE: Agent Call Drops/Disconnections | Recover Call Solution
    Best Answer

    Posted 21 days ago

    Great solution. Yes, that post call action is useful for so many things.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Agent Call Drops/Disconnections | Recover Call Solution

    Posted 21 days ago

    Hi Calvin,

    Definitely interested in how you achieved this with data actions and flows. After just coming out of the other side of major implementation nightmare, this would have been a serious asset to lean on.

    Regards,



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    Kevin Young
    Ttec, Solutions Architect.
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  • 4.  RE: Agent Call Drops/Disconnections | Recover Call Solution

    Posted 21 days ago

    I would like to see the flows and data actions. Sounds like an elegant solution.



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    Dan Fontaine
    C1
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  • 5.  RE: Agent Call Drops/Disconnections | Recover Call Solution

    GENESYS
    Posted 21 days ago

    This sounds like an awesome solution! 



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    Cam
    Online Community Manager/Moderator
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  • 6.  RE: Agent Call Drops/Disconnections | Recover Call Solution

    Posted 8 days ago

    Hi Calvin - I would like to get the flows and data actions you offered to share. Let me know what I need to do to facilitate that. 

    Thanks in advance!



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    Greg Palen
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  • 7.  RE: Agent Call Drops/Disconnections | Recover Call Solution

    NEW MEMBER
    Posted 5 days ago

    Hi Calvin.

    Were you planning on posting the flows and data actions for the folks interested?

    Thanks for your solution



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    Michael Harleston
    na
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