Genesys Cloud - Main

We are currently encountering a challenge with our call handling and billing process, which appears to be leading to overstatement of billable hours. Specifically, when callbacks occur, talk time is being accrued in two different sessions: one for the callback and another for the manual outbound (OB) call. This situation is resulting in an inflated calculation of talk time, subsequently impacting our billing accuracy. Genesys has acknowledged that what we are seeing in the reports is accurate and is not preventable. We are interested in learning how other clients manage and view similar data to prevent such billing discrepancies.

Process being followed:

1. When an agent is speaking with a customer, they will initiate a call back using the 'Take Ownership' feature.
2. At the time of the scheduled call back, the system will alert the agent of the call back and begin calculating the talk time.
3. The agent will then initiate the call back to the customer and once the customer answers, the talk time is being calculated.
4. When we pull our reports, the talk time we are getting is the combination of #2 and #3 above.

Any insights or recommendations you can provide would be greatly appreciated.

Hello Judy!  We do have a feature in the works to address this issue.  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-4  More details around exactly what this feature changes is explained within that idea.  We expect to release this feature early 2024.

We are currently encountering a challenge with our call handling and billing process, which appears to be leading to overstatement of billable hours. Specifically, when callbacks occur, talk time is being accrued in two different sessions: one for the callback and another for the manual outbound (OB) call. This situation is resulting in an inflated calculation of talk time, subsequently impacting our billing accuracy. Genesys has acknowledged that what we are seeing in the reports is accurate and is not preventable. We are interested in learning how other clients manage and view similar data to prevent such billing discrepancies.

Process being followed:

1. When an agent is speaking with a customer, they will initiate a call back using the 'Take Ownership' feature.
2. At the time of the scheduled call back, the system will alert the agent of the call back and begin calculating the talk time.
3. The agent will then initiate the call back to the customer and once the customer answers, the talk time is being calculated.
4. When we pull our reports, the talk time we are getting is the combination of #2 and #3 above.

Any insights or recommendations you can provide would be greatly appreciated.

Thanks Ryan but that isn't helping with our current billing situation. Any temporary recommendations?

Hello Judy!  We do have a feature in the works to address this issue.  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-4  More details around exactly what this feature changes is explained within that idea.  We expect to release this feature early 2024.

We are currently encountering a challenge with our call handling and billing process, which appears to be leading to overstatement of billable hours. Specifically, when callbacks occur, talk time is being accrued in two different sessions: one for the callback and another for the manual outbound (OB) call. This situation is resulting in an inflated calculation of talk time, subsequently impacting our billing accuracy. Genesys has acknowledged that what we are seeing in the reports is accurate and is not preventable. We are interested in learning how other clients manage and view similar data to prevent such billing discrepancies.

Process being followed:

1. When an agent is speaking with a customer, they will initiate a call back using the 'Take Ownership' feature.
2. At the time of the scheduled call back, the system will alert the agent of the call back and begin calculating the talk time.
3. The agent will then initiate the call back to the customer and once the customer answers, the talk time is being calculated.
4. When we pull our reports, the talk time we are getting is the combination of #2 and #3 above.

Any insights or recommendations you can provide would be greatly appreciated.