Workforce Engagement Management

Hello,

I know there is not a feature in Genesys specifically for this, but I was wondering if any other users have something set up for their org. Our org uses a call out line that sends recording of the persons call out to an email distrobution list. In our constant search of ways to improv processes, I was wondering if anyone else had an organization that has a call out line set up in Genesys Cloud and if so how does it work? The best we can think of is creating a dummy account with voicemail activated (it is deactivated in the org by default) and let the supervisors listen to the call recordings through the interactions panel. However with vm being disabled we don't know if they can be heard in that panel or not. We also are curious if there is a better way to handle it in general. If not, I may submit an idea to the idea lab for a similar feature. 

The first thought that came to my mind would be to set up a Call Group. Have whoever needs to get the messages added as members of the group. Allow voicemail and set the ring and rotation to 1 second and 1 rotation. Being that short of a ring time the members of the group would likely not get called and each member of the group would get an email with the recording when someone calls in.

Hello,

I know there is not a feature in Genesys specifically for this, but I was wondering if any other users have something set up for their org. Our org uses a call out line that sends recording of the persons call out to an email distrobution list. In our constant search of ways to improv processes, I was wondering if anyone else had an organization that has a call out line set up in Genesys Cloud and if so how does it work? The best we can think of is creating a dummy account with voicemail activated (it is deactivated in the org by default) and let the supervisors listen to the call recordings through the interactions panel. However with vm being disabled we don't know if they can be heard in that panel or not. We also are curious if there is a better way to handle it in general. If not, I may submit an idea to the idea lab for a similar feature. 

Hi Seean, 

I haven't worked with Call Groups in Genesys yet so that is a feature I would need to look into more. That being said, the email is something we are hoping to get away from. Email clutter is an issue at most companies and we are trying to cut down on useless emails to prevent burying important ones. While call outs are important, we are considering that receiving them all via email may not be. 

The first thing suggested internally was to replace it with the tempo app but we are hesitant to require employees' to have work related content on personal devices. But moving the phone system into Genesys really feels like something doable with a little creativity. Currently, an agent calls the call out line, leaves a vm, the vm is emailed to a distribution list, and the supervisors have to reply all to claim the call out, sometimes with 2 or 3 supervisors replying to one call out and others not getting a reply at all. 

The key things we would like to improve are:

Not use an email based system
Have better tracking for calls that have been listened to
Have information centralized so everyone views one screen and not their own set up

I doubt all of this exists, but was just wondering if anyone else had anything in their org set up that way

The first thought that came to my mind would be to set up a Call Group. Have whoever needs to get the messages added as members of the group. Allow voicemail and set the ring and rotation to 1 second and 1 rotation. Being that short of a ring time the members of the group would likely not get called and each member of the group would get an email with the recording when someone calls in.

Hello,

I know there is not a feature in Genesys specifically for this, but I was wondering if any other users have something set up for their org. Our org uses a call out line that sends recording of the persons call out to an email distrobution list. In our constant search of ways to improv processes, I was wondering if anyone else had an organization that has a call out line set up in Genesys Cloud and if so how does it work? The best we can think of is creating a dummy account with voicemail activated (it is deactivated in the org by default) and let the supervisors listen to the call recordings through the interactions panel. However with vm being disabled we don't know if they can be heard in that panel or not. We also are curious if there is a better way to handle it in general. If not, I may submit an idea to the idea lab for a similar feature. 

Hello,

I know there is not a feature in Genesys specifically for this, but I was wondering if any other users have something set up for their org. Our org uses a call out line that sends recording of the persons call out to an email distrobution list. In our constant search of ways to improv processes, I was wondering if anyone else had an organization that has a call out line set up in Genesys Cloud and if so how does it work? The best we can think of is creating a dummy account with voicemail activated (it is deactivated in the org by default) and let the supervisors listen to the call recordings through the interactions panel. However with vm being disabled we don't know if they can be heard in that panel or not. We also are curious if there is a better way to handle it in general. If not, I may submit an idea to the idea lab for a similar feature.