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? 

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

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? 

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. 

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

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? 

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. 

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. 

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

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? 

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

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. 

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. 

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

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? 

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. 

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. 

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

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? 

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.

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. 

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. 

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

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?