Genesys Cloud - Main

Does anyone know if there is a report or filtering that can be done to isolate employees that are failing to dial a callback? For example, we have some employees that answer a callback and end the callback request without ever dialing the customer.

From the looks of it, the callback report that is available only tells you that the callback was answered by the representative. It does not tell you if the callback to the actual customer was made.

Any help of guidance that you have would be greatly appreciated.

Luckily, that "feature" will go away at the end of the month with the auto-dial and auto-disconnect feature so that the caller is dialed as soon as the agent accepts the callback.  As for reporting, you can see that using the Agent Performance view and show 

1. Time to accept - Time it took for the agent to accept Callback

2. Total time to dial - Time to took for the agent to start the dial and get connected to the customer

Does anyone know if there is a report or filtering that can be done to isolate employees that are failing to dial a callback? For example, we have some employees that answer a callback and end the callback request without ever dialing the customer.

From the looks of it, the callback report that is available only tells you that the callback was answered by the representative. It does not tell you if the callback to the actual customer was made.

Any help of guidance that you have would be greatly appreciated.

I appreciate the response. I heard about the auto dial feature. Is that just for beta users or is it going live for everyone?

I will take a look at the agent performance report and add those columns. Thanks again.

Luckily, that "feature" will go away at the end of the month with the auto-dial and auto-disconnect feature so that the caller is dialed as soon as the agent accepts the callback.  As for reporting, you can see that using the Agent Performance view and show 

1. Time to accept - Time it took for the agent to accept Callback

2. Total time to dial - Time to took for the agent to start the dial and get connected to the customer

Does anyone know if there is a report or filtering that can be done to isolate employees that are failing to dial a callback? For example, we have some employees that answer a callback and end the callback request without ever dialing the customer.

From the looks of it, the callback report that is available only tells you that the callback was answered by the representative. It does not tell you if the callback to the actual customer was made.

Any help of guidance that you have would be greatly appreciated.

There was a beta, but probably too late to be part of it as the PM probably has already been released to production testing.  Only a couple of weeks.  

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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

Original Message:
Sent: 09-15-2023 17:46
From: Eriberto Mendoza
Subject: Agents Dialing Callbacks

I appreciate the response. I heard about the auto dial feature. Is that just for beta users or is it going live for everyone?

I will take a look at the agent performance report and add those columns. Thanks again.

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Eriberto Mendoza


Original Message:
Sent: 09-15-2023 17:35
From: Robert Wakefield-Carl
Subject: Agents Dialing Callbacks

Luckily, that "feature" will go away at the end of the month with the auto-dial and auto-disconnect feature so that the caller is dialed as soon as the agent accepts the callback.  As for reporting, you can see that using the Agent Performance view and show 

1. Time to accept - Time it took for the agent to accept Callback

2. Total time to dial - Time to took for the agent to start the dial and get connected to the customer

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

Original Message:
Sent: 09-06-2023 18:14
From: Eriberto Mendoza
Subject: Agents Dialing Callbacks

Does anyone know if there is a report or filtering that can be done to isolate employees that are failing to dial a callback? For example, we have some employees that answer a callback and end the callback request without ever dialing the customer.

From the looks of it, the callback report that is available only tells you that the callback was answered by the representative. It does not tell you if the callback to the actual customer was made.

Any help of guidance that you have would be greatly appreciated.

#Reporting/Analytics

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Eriberto Mendoza

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