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  • 1.  Calls not auto answered - Make eligible for interaction

    Posted 05-08-2018 12:39
    Edited by Sajid Abbas 05-10-2018 09:30
    No replies, thread closed.
    We have setup auto answer for all the agents and it has been noticed that for very first call of the day.

    Suppose we have three On-Queue agents A, B and C.

    1. Call lands in the interaction panel of agent A but not received. 
    2. After few rings, it goes to Agent B, while agent A gets message with two options Make eligible for interaction and Go Off-Queue
    3. Call keeps ringing on Agent B then Goes to Agent C, while Agent B is presented same two options. Assume one of the agent clicks on Make eligible for interaction.
    4. After few rings with Agent C, call again comes to either A or B and lands properly or I guess to the agent who previously clicked on Make eligible for interaction.

    When an agent is skilled and already on queue whats the point of this elibibility for interaction this and where can we set it On or Off?

    It was really funny, Imagine you are in middle of a UAT, many agents are logged in and on queue and they make a single call and it keeps travelling through all the agents in round robin fashion. 

    Click Here to see the video of the scenario.






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    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
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  • 2.  RE: Calls not auto answered - Make eligible for interaction

    Posted 01-06-2020 14:21
    No replies, thread closed.
    Hi Sajid -

    Did you ever get a response on the issue above? My team of contact center agents have expressed that that auto answer feature (which is enabled in all of their profiles) sometimes doesn't work for ACD calls, that it's hit or miss. Sometimes the calls flow through perfectly; othertimes they are presented with the choice to answer the call or decline, just as if auto-answer was not enabled.

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    Matthew Ackerman
    TGG SolutionsNew Business Manager
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    Original Message


  • 3.  RE: Calls not auto answered - Make eligible for interaction

    Posted 01-07-2020 03:08
    No replies, thread closed.
    Hey Matthew, 

    I didn't get a response here but we got it escalated to Genesys at that time and we suffered a great deal from similar issues. Everything was stemming out of  a very well known issue "Not Responding / Make eligible online". It was investigated for a very long time and genesys apprised us that it happens due to many reasons. some of those reasons involved the clients network as well. 

    Anyways, after lots of purecloud releases, I think it is resolved from the Purecloud side. Still it appears occasionally as you have stated. We normally get it resolved by either of below actions
    1. Refreshing / re-loging the agent
    2. cache clear and re-login
    3. restart the agent pc
    if it still persists, get it investigated by their network team  to make sure it meets this requirements (https://help.mypurecloud.com/articles/customer-network-readiness/). and further run the network assessment test (https://help.mypurecloud.com/articles/run-the-purecloud-network-readiness-assessment/).

    I think for these network assessments you might need to involve genesys support as well.

    Hope this helps,
    Regards,
    Sajid


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

    Original Message


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