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  • 1.  Alert when agent has been sitting on a call back.

    Posted 03-01-2024 16:07

    I am seeing an issue with some agents get a call back, and use it to take a break, or forget they are in an interaction. I am looking to setup an alert if they answer a call back and are sitting on it for X amount of time before actually calling the customer back. Is this posable? If I can't alert on the time they are sitting in the call back before actually calling the customer back, what is the best method to just alert when an agent has been in a call back in general after X amount of time? 

    Looking at the reporting side, I can see the avg Talk time increases for the agents that tend to do this in the Agent Performance workspace, but is there a better way to find these issues? 


    #QualityManagement
    #Reporting/Analytics

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    Kenneth Ely
    Franklin Electric Co., Inc.
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  • 2.  RE: Alert when agent has been sitting on a call back.

    Posted 03-01-2024 16:57

    Kenneth,

    Would something like this work for you. You could set the rule up for a queue or specific users.  In this example, when the callback is triggered, the agent is alerted, if they don't answer in 1 minute, the alert is triggered.

    Performance > Workspace > Alert Rules



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    W. Sachen
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  • 3.  RE: Alert when agent has been sitting on a call back.

    Posted 03-01-2024 17:07

    I like it, but I don't think this would work. The agent is answering the call back so it is no longer alerting. However, they just leave it on the message playback screen. 

    I'm looking for something that counts between the answer state, until the actual call back state, or at least if the total time on the call back interaction goes over X time. 



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    Kenneth Ely
    Unified Communications Engineer
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  • 4.  RE: Alert when agent has been sitting on a call back.

    Posted 03-01-2024 17:39

    I'm following you now.  I thought I read somewhere that Genesys was going to rename this time period, so it wasn't considered "Interacting" and could be eligible as a rule.  I am intrigued and going to have to do more testing on this myself on Monday. 



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    W. Sachen
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  • 5.  RE: Alert when agent has been sitting on a call back.

    Posted 03-03-2024 17:36

    Have you also thought about turning on/using the auto dial callback feature? In our CC we have these dial automatically within 1 second. Though depending on your use case it could work



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    Lawrence Drayton
    Prvidr Pty Ltd
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  • 6.  RE: Alert when agent has been sitting on a call back.

    Posted 03-05-2024 13:22

    That sounds like an interesting solution. I'll have to do some testing with it. 

    One second seems very quick. Do you allow your callers to leave a message? 



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    Kenneth Ely
    Unified Communications Engineer
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  • 7.  RE: Alert when agent has been sitting on a call back.

    Posted 03-04-2024 11:15

    Like Lawrence suggested, enable Auto-Dial and Auto-End.  It's a fairly new feature that took over two years to be delivered from its initial suggestion.  Last I looked, the Events were too limited to enable the alerting you are referring too.  Maybe there is a way now, but months ago, I could not figure out a good way to do this, only to alert when a specific wrap code took too long.  In this case, it is different.  The setting you need is enabled on the queue itself.  So it can be enabled queue by queue / tested queue by queue.



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    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
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  • 8.  RE: Alert when agent has been sitting on a call back.

    Posted 03-05-2024 16:08

    Agree with the suggestions, doing this no longer requires the agent to place the call - it will ring to them as any other call once hitting accept and setting a timer, we have 10 seconds, then the customer is live.   On the back-end, it no longer requires the "End Callback," in order to end the callback with is saving time.   Configuration is needed and we have not seen consistency in how the calls are being handled, but we are working at reviewing our work this week.



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    Judy Jimenez, Call Center Operations Manager
    CURE Auto Insurance
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