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  • 1.  BETA - Hold Your Place In Queue Customer First Call Flow

    Posted 09-03-2024 19:45

    Our company, Rogers Communications Inc. had been on the Genesys Engage platform for approximately 10 years.  Prior to that, we were on the Avaya PBX. 

    Most recently, we have been migrating our queues and routing from Genesys Engage to Genesys Cloud.  Genesys "Hold Your Place in Queue" is the replacement for our legacy Mindful (nee VHT) Virtual Hold call back application.  Due to the infancy of the Hold Your Place in Queue function, our Genesys Cloud queues are currently not using the call back function until the "Customer First" feature can be fully developed and rolled out.  

    Today, Genesys presented a demo of the Hold Your Place in Queue - Customer First beta call flow to our internal IT stakeholders.  The demo did not pan out the way we expected and there were a few issues that we need sorted out in the beta call flow.  

    • We need Genesys to find a way for the call back to be answered on the user's workstation with audio shared while one a MS Teams call so that we can record a good demo for the business users.  Genesys was only able to present the demo via Zoom because the original MS Teams presentation could not share audio.  Our company uses MS Teams and Outlook as our core internal communication medium.  Thus, conference calls and presentation demos are recorded (visually and with audio) on the MS Teams platform.  

    • We noticed during the Beta demo that we lose visibility to the call in the queue while it is dialing and while in IVR.  The callback media gets ended in the queue with a wrap up code and then a new call is started.  Until the IVR experience is done, we no longer see that call in the queue.  We worry this will impact metrics like EWT and max-time in queue.  From our perspective the call is still in the queue from the time it was put into the queue and offered the callback until it reaches the 1st agent.

    #BetaAnnouncement

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    Wilson Tang
    Rogers Communications Canada, Inc.
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  • 2.  RE: BETA - Hold Your Place In Queue Customer First Call Flow

    Posted 09-04-2024 01:48

    Dear Wilson,

    Can You send me the link for this "demo", I can't find it



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    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
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  • 3.  RE: BETA - Hold Your Place In Queue Customer First Call Flow

    Posted 09-04-2024 04:06

    Hi Wilson,
    We are piloting the "Hold your place in Queue", and it seems to be working as we expect, but I am curious to know what the "Customer First" feature is, as I am not sure I understand it and how it would impact this function.

    It would be great if you can help with some example, so that we can try them out ourselves, before we demo it internally.

    Regards



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    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
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  • 4.  RE: BETA - Hold Your Place In Queue Customer First Call Flow

    Posted 09-04-2024 08:58

    Customer First is this idea on the AHA ideas portal.

    https://genesyscloud.ideas.aha.io/ideas/CECALL-I-67

    The premise is that when the callback is next to be routed to an agent that the platform dials the customer first, then when connected on the line they are routed to an agent. Removing the need for the agent to accept the callback, and dial hoping to connect.

    How do we get into the Beta for Hold your Place in queue? I missed that signup.

    Thanks 



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    Steve Alix
    EDCi
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    Original Message


  • 5.  RE: BETA - Hold Your Place In Queue Customer First Call Flow

    Posted 09-05-2024 03:35

    Thanks Steve.

    I am not sure there is a Beta for Hold your Place in queue. It is an existing functionality that we are using, and yes without the Customer First function. At this time it is just a POC for us, for one specific business area, and once business are happy we may roll it out to other areas.



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    Vineet Kakroo
    FIL Fund Services (Bermuda) Limited
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    Original Message


  • 6.  RE: BETA - Hold Your Place In Queue Customer First Call Flow

    Posted 09-05-2024 08:32

    Ah ok. My misunderstanding. I thought that were something new for CallBacks, easier to configure, or set priority etc. You're using the out of box functions.

    Thanks



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    Steve Alix
    EDCi
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    Original Message


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