Genesys Cloud - Main

We have an interpreting group that takes call from adjusters that require a Spanish speaking agent to help with a client. When an agent places a call on behalf of the queue everything works correctly such as recordings, not presenting another call to the agent, etc.

But, our interpreters have to place a conference call to join the adjuster (non-speaking Spanish),with the actual client (Spanish speaking, no English). They place the original call to the adjuster via "call on behalf of the queue", they then connect the client to the call (conference call now) and at that point the call acts like a personal call and the agent is now available to be presented a call via the Queue. We cannot have the agent go off-queue to place this call because WFM puts the agent out of adherence.

any thoughts? or has anyone else come across this scenario?

Thank you, Mike
#Outbound

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Michael Schimento
Zenith Insurance Company
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If the agents don't answer an interaction while on a conference call, their routing status is set to "On Queue - Not responding".

I haven't tested it, but WFM adherence should not be affected. If they click "Make eligible for interactions" or "Go off queue" then it would become a problem.



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Paulo Mesquita
Spark NZ Trading
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Original Message:
Sent: 11-18-2019 10:26
From: Michael Schimento
Subject: call on behalf of queue - conference call

We have an interpreting group that takes call from adjusters that require a Spanish speaking agent to help with a client. When an agent places a call on behalf of the queue everything works correctly such as recordings, not presenting another call to the agent, etc.

But, our interpreters have to place a conference call to join the adjuster (non-speaking Spanish),with the actual client (Spanish speaking, no English). They place the original call to the adjuster via "call on behalf of the queue", they then connect the client to the call (conference call now) and at that point the call acts like a personal call and the agent is now available to be presented a call via the Queue. We cannot have the agent go off-queue to place this call because WFM puts the agent out of adherence.

any thoughts? or has anyone else come across this scenario?

Thank you, Mike
#Outbound

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Michael Schimento
Zenith Insurance Company
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Michael, can you describe how you are creating a conference call from the one placed On Behalf of Queue? PureCloud does not give you that option when on a queue call (except when placing the original call, where you can create it as a conference from the start).

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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 11-18-2019 10:26
From: Michael Schimento
Subject: call on behalf of queue - conference call

We have an interpreting group that takes call from adjusters that require a Spanish speaking agent to help with a client. When an agent places a call on behalf of the queue everything works correctly such as recordings, not presenting another call to the agent, etc.

But, our interpreters have to place a conference call to join the adjuster (non-speaking Spanish),with the actual client (Spanish speaking, no English). They place the original call to the adjuster via "call on behalf of the queue", they then connect the client to the call (conference call now) and at that point the call acts like a personal call and the agent is now available to be presented a call via the Queue. We cannot have the agent go off-queue to place this call because WFM puts the agent out of adherence.

any thoughts? or has anyone else come across this scenario?

Thank you, Mike
#Outbound

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Michael Schimento
Zenith Insurance Company
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