Genesys Cloud - Main

Hello,

Does anyone know if there is a way to detect an agent's silence at the beginning of an auto answered voice interaction?

A use case could be an agent away from their desk when expected to be On Queue/ Idle and the caller is left in silence but connected.

We are hoping to access reporting/ analytics for silence on auto answered voice interactions and hold agent's accountable for being away from their desks while expected to be On Queue/ Idle.

Thank you,

#Reporting/Analytics

------------------------------
Camille Bateman
Business Process Analyst Senior
Select Health
------------------------------

Hello Camille, 

I believe there are a couple ways to monitor this. The first way would be the content search and acoustic metrics. GC provides the ability to filter and search conversations based on acoustic metrics. One of the key metrics available is "Silence %" which ranges from 0 to 100%. You can use this to identify interactions with high silence percentages, indicating an absent agent. 

The second would be reporting capabilities. You can access interaction details that include silence percentage metrics. This can be used to identify patterns or specific instances where agents may not be present with auto answered calls. The system tracks various percentages including: Silence %, ACD %, Hold/Music %, IVR %. 

I think any of these options should help.

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

As Cameron lays out, the main detections are after-the-fact - you don't have a way to know real time that a customer is experiencing silence on the call, unfortunately.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
------------------------------