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  • 1.  Callers hearing in-queue flow even though there are agents On Queue.

    Posted 06-13-2024 12:40

    Numerous callers report hearing the beginning (hold music, custom prompt, etc.) of our various in-queue flows momentarily before being connected with an On Queue agent who was availble from the start.

    If Genesys Cloud knows there are agents On Queue, why does the call still get handed off to the in-queue flow?

    Is there anyway to remedy this, other than adding a second or two of blank audio at the start of every in-queue flow?

    Does anyone else experience this?

    We are a FedRAMP customer and have already discovered numerous quirks with this environment; maybe this is another one.


    #Routing(ACD/IVR)

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    R. Brandon Weaver
    Science Applications International Corporation (SAIC)
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  • 2.  RE: Callers hearing in-queue flow even though there are agents On Queue.

    Posted 06-17-2024 09:34

    Yes, putting a couple of seconds of blank audio in the In-queue flow should take care of this.  This sounds more like your agents are delayed in getting the call.  Are they using persistent connections for their WebRTC phones or auto-answer?



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Callers hearing in-queue flow even though there are agents On Queue.

    Posted 06-17-2024 14:09

    Only one of our customers uses auto-answer, but we do have Persistent Connection set for all the phones, which does seem to help in general.

    For those who get comlaints, I'll just keep adding some blank audio at the front of the in-queue flow.

    Thanks!



    ------------------------------
    R. Brandon Weaver
    Science Applications International Corporation (SAIC)
    ------------------------------



  • 4.  RE: Callers hearing in-queue flow even though there are agents On Queue.

    Posted 06-17-2024 17:02

    You might check for agents that are removing their station or having microphone issues using the Events and enabling the feature to require webrtc connection to go on queue.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



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