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  • 1.  Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration

    Posted 20 days ago

    Hey all

    I encounter a weird situation and want to share with you so it might help someone

    Customer share Interaction that looks weird:

    I figure that the Agent Called Queue A and was waiting there, then he blind transfer the call to Queue B, so he is no longer part of the conversation and both Queues wait for each other.

    This is so horrible mishandling from the Agent side, and its can cause many anomalies, 
    the Total Queue time will be almost double than to Conversation duration time, and in my case when Agents tried to answer this call, they got an error, maybe because its Org with physical Edges and physical phones, when i replicate it in BYOC Cloud with WebRTC I was able to answer

    Total Queue bigger than conversation duration:


    maybe you will find this info useful

    Best regards


    #Implementation
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #System/PlatformAdministration
    #Other

    ------------------------------
    Shahar Leonard
    Genesys Cloud Professional Certified
    ------------------------------


  • 2.  RE: Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration

    Posted 20 days ago

    Hi Shahar

    -

    I looked at several organizations and didn't find that scenario.

    If this is a "normal" scenario in your organization, I suggest opening a support ticket with Genesys to check.

    -

    I could be wrong, but I BELIEVE this shouldn't happen.
    "Conversation duration" is the calculation of the end - start time of the interaction.

    And the "total queue" is the time spent in the queue (whether it's 1, 2, or 3...etc).

    -

    I may be completely wrong, but considering the metrics and how they are calculated, it doesn't make sense for the total queue to be greater than the conversation duration, since it encompasses the entire "life" of the interaction, i.e., IVR, queue, conversation, ACW, etc.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------



  • 3.  RE: Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration

    Posted 17 days ago

    Hey Kaio

    It is happened, only once, this shouldn't happen, not because the sysatem prevents it but because its stupid or malicious operation from the Agent side

    This scenario can happened in other CC Solutions like Avaya as well.

    In this screenshot you can see that the Total Q is almost twice than the Conversation Duration:

    Best regards,



    ------------------------------
    Shahar Leonard
    Genesys Cloud Professional Certified
    ------------------------------

    Original Message


  • 4.  RE: Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration

    Posted 20 days ago

    Hey @Shahar Leonard,

    I haven't seen this behavior before, but looking at the timeline it really looks like an unusual queue/transfer path.

    I would first try to understand if this was a one-time mishandling or if agents are commonly using blind transfers between queues in this way. If it is happening often, it may be worth reviewing the process with the agents, because this type of handling can create confusing timelines and strange reporting results.

    Also, if necessary, you can limit what agents are allowed to do with transfers through permissions. For example, you can control blind transfers by destination type, including blind transfers to queues.

    I agree with Kaio here: if this behavior is reproducible or if agents are getting errors when trying to answer these interactions, I would open a Customer Care case with the conversation ID and timestamps so Genesys can validate the backend behavior.



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------



  • 5.  RE: Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration

    Posted 16 days ago

    Hey Arthur

    This is indeed rare case, and this is scenario that can happen it just in Genesys Cloud CC Solution but also in other solutions

    This is inherent exploit that can be used by Agents, I just wanted to share this case so others who might encounter that, will not be stuck trying to understand what 

    The hell is going there.

    I did notified the customer and they will make sure its will not reoccur

    Thanks, and best regards,



    ------------------------------
    Shahar Leonard
    Genesys Cloud Professional Certified
    ------------------------------

    Original Message


  • 6.  RE: Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration
    Best Answer

    Posted 19 days ago

    Based on your diagram, it is not a transfer. It is a Conference.

    Your agent is actively avoiding calls by conferencing in another queue. 
    Then, the original answering agent stays quiet or mutes phone while the new (secondary) agent from the other conferenced queue answers the call and processes it. 
    The conference explains the "double" time accummulation.



    ------------------------------
    Hope this helps,

    Douglas Folken
    Genesys Specialist
    ------------------------------



  • 7.  RE: Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration

    Posted 17 days ago

    Hey Douglas

    I reproduce it via Transfer: calling to Q A, than blind Transferring to Q B, thus making the Q's waiting for each other.

    I did notified the customer to talk with the Agent that did it, I think this was done by mistake

    Thanks, and bets regards



    ------------------------------
    Shahar Leonard
    Genesys Cloud Professional Certified
    ------------------------------

    Original Message


  • 8.  RE: Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration

    Posted 16 days ago

    I agree, this is an agent behavior issue or mistake rather than a system issue.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 9.  RE: Agent call to Queue A and blind transfer the call to Queue B - two queues waiting for each other and Total Queue time is bigger than Conversation duration

    Posted 16 days ago

    Shahar -

    I am glad to hear that you are satisfied with the explanation I offered.
    My apologies if my answer was too cynical about the agent's motivations.

    Some agents can be such stinkers.

    Regards.

     



    ------------------------------
    Hope this helps,

    Douglas Folken
    Genesys Specialist
    ------------------------------

    Original Message


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