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  • 1.  Agents in idle - no station selected

    Posted 08-08-2024 21:25
    No replies, thread closed.

    Hi Genesys Community!

    I would love to please ask for any advice to manage some poor agent behaviour I have recently uncovered. 

    It seems that some agents are sitting on queue in idle - but with no phone selected (no station). This means that they are showing as being in adherence but are not taking calls. 

    I have tried to set up an alert, and while I can set one for an agent in idle, it doesn't seem like I can add a parameter for alerting if the agent is in idle and also has no phone selected.

    At the present, the way I have discovered this is by seeing in the Queue Activity that an agent has no station selected. Unfortunately, we do not have the resources for someone to be monitoring this all the time. 

    Is there a way to see a log or report of which station agents had selected and when? 

    Thank you kindly, any advice or experiences would be welcome!


    #Workforce Management
    #Intraday,Shrinkage,Adherence
    #Notifications/Alerts
    #GeneralQuestion

    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    BEYOND BANK AUSTRALIA
    ------------------------------


  • 2.  RE: Agents in idle - no station selected

    Posted 08-09-2024 06:51
    Edited by Tracy Vickers 08-04-2025 07:35
    No replies, thread closed.

    Greetings @Isabella Clutterham - Although there's no logging/reporting I'm aware of with respect to station changes, check out this resource center article for a potential method to prevent/discourage station disassociation: https://help.mypurecloud.com/faqs/how-can-i-make-sure-an-agent-goes-off-queue-if-they-deselect-their-phone/

    In summation, if they're On Queue, it won't let them deselect the phone at all until Off Queue. If they're Off Queue and try to deselect their phone, it won't let them go On Queue. You can then use Off Queue/Adherence alerts plus agent status metrics to document excessive Off Queue time to pursue corrective action.

    The catch here is you shouldn't remove that permission from agents handling digital interactions (which I don't fully understand why), so that may limit your ability to implement it if your agents are in fact handling digital interactions.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 3.  RE: Agents in idle - no station selected

    Posted 08-11-2024 20:41
    No replies, thread closed.

    Thank you Brian, that is a big help!!

    Is the logic around not removing from digital interaction agents in a case where an agent is handling digital only interactions in the same queue as agents are handling voice interactions (so would need to be on queue without a phone selected) or is there further repercussion to digital agents that I'm not aware of?

    We use digital only agents, but they work via a separate digital chat queue so in my mind, it wouldn't matter if they need to have a phone selected (in fact, many of them work with a phone selected in case they need to seek internal support).

    Thanks again,

    Isabella



    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    BEYOND BANK AUSTRALIA
    ------------------------------

    Original Message


  • 4.  RE: Agents in idle - no station selected

    Posted 08-11-2024 22:34
    Edited by Tracy Vickers 08-04-2025 07:35
    No replies, thread closed.

    Good question, Isabella. I'm not exactly sure what logic is behind the statement not to remove that permission for agents that handle digital interactions. Your thought would make sense given without a station the agent couldn't seek internal support via phone, but they could use the internal Genesys [Collaborate] chat for that instead. That being said, we have actually set up digital only agents without a station at all and they can handle digital interactions just fine.

    You'll definitely want to run your own tests either way, but this might be the best way to quickly isolate the agents that are trying to game the system [given they should be On Queue, but aren't because they sabotaged their station.]



    ------------------------------
    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------

    Original Message


  • 5.  RE: Agents in idle - no station selected

    Posted 08-11-2024 22:44
    No replies, thread closed.

    Hi Brian, 

    I think it's going to be a very good solution for us. I'll do some testing based on our setup but I'm optimistic!!

    Thanks again for the advice, it is much appreciated :) 

    Best,

    Isabella



    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    BEYOND BANK AUSTRALIA
    ------------------------------

    Original Message


  • 6.  RE: Agents in idle - no station selected

    Posted 08-12-2024 04:40
    No replies, thread closed.

    Hi @Isabella Clutterham, we do have a reporting solution that tracks in real time when stations are associated/unassociated with the user (assuming you'd allow them to select a different phone in case they have a remote mobile phone they'd like to use in some cases). This works based on the AWS event bridge integration and subscription to the v2.users.{id}.station.  We do also track phone status on top when during edge upgrades the phones get put offline, which may cause RONA issues or overflow to other agents as users with offline phone status are still targeted but won't be able to answer calls despite being seen on queue.

    Fully understand the impact and adherence is the least impact here as valuable agent time is wasted when customer calls could be handled quicker.

    The advantage of using Event bridge notifications is that we don't use any API calls and the information is collected in real time. From there on you can extract the data into your own data warehouse or local database if that's what you'd like to do.

    Plenty of other monitoring and reporting features are included in our reporting solution Slidy Data Mart available through Genesys AppFoundry: https://appfoundry.genesys.com/filter/genesyscloud/listing/b45d4b87-db6e-4827-b330-7539d4a6cc18 . Feel free to reach out if you need any further details.

    Regards



    ------------------------------
    Hichem Agrebi
    hichem.agrebi@cc-expertise.com
    CC-Expertise Ltd
    ------------------------------



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