Genesys Cloud - Main

Hello Everyone,

How the admin/supervisor would know if the agent end the call or not?

In the case this case, when a customer requests a callback, and then a preview asks the agent to initiate the call. How the supervisor and the admin can know if this call has been made/ or if the agent select End Call.



Best Regards,
#Outbound
#Reporting/Analytics
#SystemAdministration

------------------------------
Ali Aljohani
Jathwa Technology Solutions
------------------------------

In interactions dashboard, you can filter out callbacks as below

Here based on values in 'Users' column should be able to give you a clue whether an agent was involved with any particular callback.

Moreover, by clicking individual interaction, you can work with Details and Time-line tabs as below to find out what exactly happened during this callback. e.g. disconnect reason may be helpful.


------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
------------------------------

Hello Sajid,

Thank you for the feedback.

I was looking actually for something to be more clear and straightforward, so it can be seen directly rather than investigation. 
It seems even in reports are not shown clearly. Please, correct me if I am wrong.

Thank you again for the help,
 Best Regards,

------------------------------
Ali Aljohani
Jathwa Technology Solutions
------------------------------

Original Message:
Sent: 11-19-2018 07:19
From: Sajid Abbas
Subject: Callback

In interactions dashboard, you can filter out callbacks as below

Here based on values in 'Users' column should be able to give you a clue whether an agent was involved with any particular callback.

Moreover, by clicking individual interaction, you can work with Details and Time-line tabs as below to find out what exactly happened during this callback. e.g. disconnect reason may be helpful.


------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
------------------------------

You're welcome @Ali Aljohani

Something to be more clear and straightforward = API / Custom Reports / AppFoundary....

------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
------------------------------

Original Message:
Sent: 11-20-2018 02:48
From: Ali Aljohani
Subject: Callback

Hello Sajid,

Thank you for the feedback.

I was looking actually for something to be more clear and straightforward, so it can be seen directly rather than investigation.
It seems even in reports are not shown clearly. Please, correct me if I am wrong.

Thank you again for the help,
 Best Regards,

------------------------------
Ali Aljohani
Jathwa Technology Solutions
------------------------------


Original Message:
Sent: 11-19-2018 07:19
From: Sajid Abbas
Subject: Callback

In interactions dashboard, you can filter out callbacks as below

Here based on values in 'Users' column should be able to give you a clue whether an agent was involved with any particular callback.

Moreover, by clicking individual interaction, you can work with Details and Time-line tabs as below to find out what exactly happened during this callback. e.g. disconnect reason may be helpful.


------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai

We are also having the same issue.  There are parts of our day that almost every call is a callback.  As the system stands, the agents have no time-out associated with taking the call, hitting the BEGIN INTERACTION and then while there is a timeout after the call is ended it seems to be completely invisible to a supervisor without investigating it on a call per call basis.

This behavior has confused us and we can't figure out why it doesn't behave like a regular IB call.  Right now in a regular IB call we can set an amount of time for the agent to have before they are put back ON QUEUE.  But for callback scenarios it would seem that it's up to the agent to make the decision.

------------------------------
Pol Buckingham
f'real foods llc
------------------------------

Original Message:
Sent: 11-20-2018 02:48
From: Ali Aljohani
Subject: Callback

Hello Sajid,

Thank you for the feedback.

I was looking actually for something to be more clear and straightforward, so it can be seen directly rather than investigation.
It seems even in reports are not shown clearly. Please, correct me if I am wrong.

Thank you again for the help,
 Best Regards,

------------------------------
Ali Aljohani
Jathwa Technology Solutions
------------------------------


Original Message:
Sent: 11-19-2018 07:19
From: Sajid Abbas
Subject: Callback

In interactions dashboard, you can filter out callbacks as below

Here based on values in 'Users' column should be able to give you a clue whether an agent was involved with any particular callback.

Moreover, by clicking individual interaction, you can work with Details and Time-line tabs as below to find out what exactly happened during this callback. e.g. disconnect reason may be helpful.


------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai

Did you ever find a solution to this?

------------------------------
Gordon Clinkscale
Inspiritec, Inc.
------------------------------

Original Message:
Sent: 02-20-2019 13:57
From: Pol Buckingham
Subject: Callback

We are also having the same issue.  There are parts of our day that almost every call is a callback.  As the system stands, the agents have no time-out associated with taking the call, hitting the BEGIN INTERACTION and then while there is a timeout after the call is ended it seems to be completely invisible to a supervisor without investigating it on a call per call basis.

This behavior has confused us and we can't figure out why it doesn't behave like a regular IB call.  Right now in a regular IB call we can set an amount of time for the agent to have before they are put back ON QUEUE.  But for callback scenarios it would seem that it's up to the agent to make the decision.

------------------------------
Pol Buckingham
f'real foods llc
------------------------------


Original Message:
Sent: 11-20-2018 02:48
From: Ali Aljohani
Subject: Callback

Hello Sajid,

Thank you for the feedback.

I was looking actually for something to be more clear and straightforward, so it can be seen directly rather than investigation.
It seems even in reports are not shown clearly. Please, correct me if I am wrong.

Thank you again for the help,
 Best Regards,

------------------------------
Ali Aljohani
Jathwa Technology Solutions


Original Message:
Sent: 11-19-2018 07:19
From: Sajid Abbas
Subject: Callback

In interactions dashboard, you can filter out callbacks as below

Here based on values in 'Users' column should be able to give you a clue whether an agent was involved with any particular callback.

Moreover, by clicking individual interaction, you can work with Details and Time-line tabs as below to find out what exactly happened during this callback. e.g. disconnect reason may be helpful.


------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai

Hello

I'm curious to know if this has been addressed by Genesys or if anyone has come up with a way to either have the system 'Begin' the callback rather than have the agent do it or enforce some kind of timeout to Begin & End a callback interaction.

Thanks,

------------------------------
Farhan Chaudry
Voxai Solutions Inc.
------------------------------

Original Message:
Sent: 02-17-2021 17:44
From: Gordon Clinkscale
Subject: Callback

Did you ever find a solution to this?

------------------------------
Gordon Clinkscale
Inspiritec, Inc.
------------------------------


Original Message:
Sent: 02-20-2019 13:57
From: Pol Buckingham
Subject: Callback

We are also having the same issue.  There are parts of our day that almost every call is a callback.  As the system stands, the agents have no time-out associated with taking the call, hitting the BEGIN INTERACTION and then while there is a timeout after the call is ended it seems to be completely invisible to a supervisor without investigating it on a call per call basis.

This behavior has confused us and we can't figure out why it doesn't behave like a regular IB call.  Right now in a regular IB call we can set an amount of time for the agent to have before they are put back ON QUEUE.  But for callback scenarios it would seem that it's up to the agent to make the decision.

------------------------------
Pol Buckingham
f'real foods llc


Original Message:
Sent: 11-20-2018 02:48
From: Ali Aljohani
Subject: Callback

Hello Sajid,

Thank you for the feedback.

I was looking actually for something to be more clear and straightforward, so it can be seen directly rather than investigation.
It seems even in reports are not shown clearly. Please, correct me if I am wrong.

Thank you again for the help,
 Best Regards,

------------------------------
Ali Aljohani
Jathwa Technology Solutions


Original Message:
Sent: 11-19-2018 07:19
From: Sajid Abbas
Subject: Callback

In interactions dashboard, you can filter out callbacks as below

Here based on values in 'Users' column should be able to give you a clue whether an agent was involved with any particular callback.

Moreover, by clicking individual interaction, you can work with Details and Time-line tabs as below to find out what exactly happened during this callback. e.g. disconnect reason may be helpful.


------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai