Genesys Cloud - Main

Hello Community :)

Is there a way to define a conventional pause (minimum duration between two calls after wrapup) on Genesys? this duration is mandatory for activities in France and we haven't found where we can set it.

this conventional pause is a timeout according to the collective agreement: we have 10s after classification as a complex Outbound. 7s after a simple Outbound. 6s after a complex Inbound and 4s after a simple Inbound, on 100% of calls whatever the ACW time.

Thanks!

#Outbound
#PlatformAdministration
#QualityManagement
#Reporting/Analytics
#Routing(ACD/IVR)
#Unsure/Other

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Rihab BEN MALEK
Teleperformance France SA
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One option for you is to set ACW default after all interactions by queue, in the queue configuration you can do it: https://help.mypurecloud.com/articles/configure-call-work-settings/.

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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hello, thank you for your response.

we have already use the ACW timeout for queues but it's not really the same thing for an agent.

the agent remains in production when this time runs out. but the need is really to give an agent a break before moving on to the next call.

thanks

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Rihab BEN MALEK
Teleperformance France SA
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Original Message:
Sent: 03-20-2024 09:28
From: Breno Canyggia Ferreira Marreco
Subject: delay after calls

One option for you is to set ACW default after all interactions by queue, in the queue configuration you can do it: https://help.mypurecloud.com/articles/configure-call-work-settings/.

Att,

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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
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Hi Rihab, as Breno suggested, this is usually done via ACW, set to Mandatory, Time-boxed no early exit.

So the agent is forced to take a x second break between each call.

As long as agent's are calling on behalf of queue then the queue settings for ACW will apply to those outbound calls too. Since it is set at Queue level, your queues that handle the more complex calls, you can set that time period for longer than the queues that take your simpler calls.

Otherwise you might want to look at the app foundry for something more specific to your requirements. 

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Anton Vroon
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Original Message:
Sent: 03-20-2024 17:11
From: Rihab BEN MALEK
Subject: delay after calls

hello, thank you for your response.

we have already use the ACW timeout for queues but it's not really the same thing for an agent.

the agent remains in production when this time runs out. but the need is really to give an agent a break before moving on to the next call.

thanks

------------------------------
Rihab BEN MALEK
Teleperformance France SA
------------------------------


Original Message:
Sent: 03-20-2024 09:28
From: Breno Canyggia Ferreira Marreco
Subject: delay after calls

One option for you is to set ACW default after all interactions by queue, in the queue configuration you can do it: https://help.mypurecloud.com/articles/configure-call-work-settings/.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Hi Rihab,

I think you may want to use the ability of Workflow/Triggers. I really love them.

I have not tried this myself, but I think it may work, so give it a try.

Genesys has a trigger for v2.details.events.conversation.{id}.acw or v2.details.events.conversation.{id}.wrapup, not sure which one would be helpful here, but one of these will surely be helpful as you already confirmed using ACW.

One of these will be triggered (when configured) at the end of the call. Now within the workflow for this trigger, you can change the status of the agent from on-queue to busy, then wait the number of seconds you want, and then change status from available to on-queue and end the workflow.

The change of status needs to be done via API. I think you may need to use PATCH /api/v2/users/{UserID}/presences/purecloud 

The above is based on a few other triggers I have already built and that is why I believe this should work.

Let us know if this helps.

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Vineet Kakroo
FIL Fund Services (Bermuda) Limited
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Hello, thank you for your idea , I will try this asap ;)

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Rihab BEN MALEK
Teleperformance France SA
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Original Message:
Sent: 03-21-2024 04:52
From: Vineet Kakroo
Subject: delay after calls

Hi Rihab,

I think you may want to use the ability of Workflow/Triggers. I really love them.

I have not tried this myself, but I think it may work, so give it a try.

Genesys has a trigger for v2.details.events.conversation.{id}.acw or v2.details.events.conversation.{id}.wrapup, not sure which one would be helpful here, but one of these will surely be helpful as you already confirmed using ACW.

One of these will be triggered (when configured) at the end of the call. Now within the workflow for this trigger, you can change the status of the agent from on-queue to busy, then wait the number of seconds you want, and then change status from available to on-queue and end the workflow.

The change of status needs to be done via API. I think you may need to use PATCH /api/v2/users/{UserID}/presences/purecloud 

The above is based on a few other triggers I have already built and that is why I believe this should work.

Let us know if this helps.

------------------------------
Vineet Kakroo
FIL Fund Services (Bermuda) Limited
------------------------------