Workforce Engagement Management

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

1. Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
2. What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?

Hi Gina,

In case you have not seen it yet, a couple ideas that look to reduce this bad behavior.

Callback : Automate todays Agent First Callback flow ( Queue Based Auto-Answer, Auto-Dial, Auto-End )
https://genesyscloud.ideas.aha.io/ideas/INB-I-1330

Update Handle Time for Callbacks
https://genesyscloud.ideas.aha.io/ideas/ANLS-I-4

We are eager to see these enhancements!  For several of our clients we implement QCB w/VM  There is a great deal of concern of agents "gaming the system"  both pre- & post-  outbound calls from the QCB-VM

Uncertain if these enhancements  will have a mechanism to allow the agent to review the VM,  but also prompt/force the outbound call within a reasonable amount of time.

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

1. Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
2. What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?

While we wait for the enhancements to come, how are others managing the behavior with reports to back it up.  We watch live and reach out and take screenshots but is there any reporting in place to help us hold agents accountable? 

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Gina Palmer
Papa, Inc.

Original Message:
Sent: 07-30-2023 08:23
From: Pete Schroeder
Subject: Agents not dialing out or fully closing out QCB in a timely manner - What metrics will this impact and is there

Hi Gina,

In case you have not seen it yet, a couple ideas that look to reduce this bad behavior.

Callback : Automate todays Agent First Callback flow ( Queue Based Auto-Answer, Auto-Dial, Auto-End )
https://genesyscloud.ideas.aha.io/ideas/INB-I-1330

Update Handle Time for Callbacks
https://genesyscloud.ideas.aha.io/ideas/ANLS-I-4

We are eager to see these enhancements!  For several of our clients we implement QCB w/VM  There is a great deal of concern of agents "gaming the system"  both pre- & post-  outbound calls from the QCB-VM

Uncertain if these enhancements  will have a mechanism to allow the agent to review the VM,  but also prompt/force the outbound call within a reasonable amount of time.

------------------------------
Pete Schroeder
HMC3 LLC
Senior Contact Center Engineer
pete.schroeder@hmcthree.com

Original Message:
Sent: 07-29-2023 09:58
From: Gina Palmer
Subject: Agents not dialing out or fully closing out QCB in a timely manner - What metrics will this impact and is there

Agents in Genesys are currently required to accept, dial, and close out Queue Callbacks manually.  This leads to extended periods of time where agents are attached to queue callbacks but not working on an actual live line: delays is dialing out and not closing out callbacks in a timely manner. When monitoring agents on Queue activity detail, they show in an Interacting state but they are not actively doing anything.  You have to pay attention to the QCB (Queue Callback) icon.  However, the timer on it shows the entire length of time the agent has been attached to that QCB.  It does not take into consideration if they just finished the call associated with the QCB so it is impossible to know how long the agent has been attached to the QCB doing nothing.  While we have some agents purposely using this to avoid taking calls, others truly forget to close out the QCB portion.  

My question is:

1. Is there a report that shows how long an agent was attached to a queue callback outside of actually being on the live line?  For example, Suzy Queue was attached to this QCB for 60 min but on a live line associated with the QCB for only 20.
2. What metrics, if any, are impacted by agents staying attached to a QCB long after the call itself is completed?

#Genesys Cloud CX
#Workforce Engagement Management
#Workforce Management
#Performance Management
#Coaching and Training

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Gina Palmer
Papa, Inc.
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