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  • 1.  Call with multiple owners

    Posted 01-12-2023 16:00
    No replies, thread closed.
    Hey folks, something happened recently and we couldn't really figure out.

    There's this interaction/conversation 6506ee2d-887a-43b4-b337-881ea2bb4906 and it's an outbound call which on the Interactions UI informs that it had multiple participants. Thing is that one of them claims that actually never had the contact served to them but still, they're shown as a participant.

    You can see the participants below (notice that the names are even duplicated)



    Can someone please explain to me what happened?
    #Outbound

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    Matheus Rosa
    HomeLight, Inc.
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  • 2.  RE: Call with multiple owners

    Posted 01-12-2023 19:53
    No replies, thread closed.
    Participant doesn't mean they actively interacted in a call.  This looks like it was a callback rather than a regular outbound call.  If you look at the timeline for the interaction, what does it show?  Remembering it will also include any agent that got alerted but didn't answer the call.  Was this originally an inbound call that then became a customer requested callback?

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    Vaun McCarthy
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  • 3.  RE: Call with multiple owners

    Posted 01-13-2023 12:08
    No replies, thread closed.
    What do you mean by a callback/customer requested callback?

    And this is what Timeline shows:


    We only have an Outbound Campaign configured so actually inbound calls are not supported. By looking at this chart, I can see some Agents got alerted but none responded. Plus, I'm confused about how was this able to trigger a Data Action Wrap-Up if no call was made at all.

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    Matheus Rosa
    HomeLight, Inc.
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    Original Message


  • 4.  RE: Call with multiple owners

    Posted 01-17-2023 07:56
    No replies, thread closed.
    Hello Matheus,

    If this event is currently a one-time thing, a possible lead you can look into is the agent placing a call while running a campaign.

    It does not sound like you schedule callbacks in the outbound campaigns that you run. The article I just linked mentions that calls placed by agents as part of a preview campaign appear as callbacks in the Interactions view, which is exactly what your screenshot shows. Perhaps its a case of an agent mistakenly pressing the Schedule Callback button?

    If this is a recurring situation, then it might be good to revisit your campaign rules to check if you've (inadvertently) set callbacks.



    ------------------------------
    Nico Feliciano
    Genesys - Employees
    ------------------------------

    Original Message


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