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  • 1.  Determining why calls are abandoned

    Posted 08-12-2021 14:11
    No replies, thread closed.
    I've fielded an interesting request from supervisors. They'd like to know what was going on with the queues when calls were abandoned.

    They're trying to determine the status of agents when abandons are occurring. We often have people on projects which may take them out of queues, so they're trying to determine if maybe too many people are on projects at any given time. Or were several people on Not Responding, etc.

    I can certainly dig into the data for given time frames to see what was going on, but wondered if anyone had any thoughts on an automated, or semi-automated way of investigating this.

    #QualityManagement
    #Reporting/Analytics

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    Daniel Ross
    Weld North Education
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  • 2.  RE: Determining why calls are abandoned

    Posted 08-13-2021 03:32
    No replies, thread closed.
    HI Daniel, 
    Nice question. Just my 2 cents. We have our own trend application our GENESYS Cloud clients asked for this feature. We have one search and then clickable dash/reporting for Answered Abandoned ASA SLA which opens to hourly interactions and then each of these hourly total fields are clickable into detail like what you are talking about. 
    Kind Regards

    ------------------------------
    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 3.  RE: Determining why calls are abandoned

    Posted 08-13-2021 09:42
    No replies, thread closed.

    Hi Warren-

     

    So your solution is completely outside Genesys itself correct? You're pulling from the APIs?

     




    Original Message


  • 4.  RE: Determining why calls are abandoned

    Posted 08-13-2021 18:20
    No replies, thread closed.
    Hi Daniel, 
    The Genesys Cloud APIs make up about 10/15 % of the application. The application took about 2 years to build with the idea being that clients can request monthly addons for free. The model is a SAAS shared cloud model amongst clients and is hosted in a Microsoft Azure client region similar to Genesys Cloud. The reason for building it outside Genesys was we have more control over the development enhancements, updates, monitoring Genesys APIs as well as security to name a few, we also use Active Directory in certain cases. The data is all real time Genesys Cloud and as a standard we only cache data, however, as there are limitations on some of the Genesys Cloud APIs we are now having to store data for certain requirements e.g. being able to modify QA data after 45 days. Features like raw data and dashboards are all free addons to the application. The application is not really a report application more a Genesys Cloud client Ideas solution. For example we were asked a few days ago by a few of our clients to add the ability to drill down not just by queue but by external organization as well, this required additional development outside our application to fix the way the current Genesys Cloud external organization is set up, which we gladly did as an addon feature at no cost. Hope this gives you a little insight, there is a lot of planning that goes into this. I see a lot of people on this platform just jumping head first into API development (by the feedback they talk about) without giving the final solution any thought, security being one of them. The type of solution we built is forever evolving and that is the way all solutions should be built.    
    Kind Regards

    ------------------------------
    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------

    Original Message


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