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  • 1.  Double Talk time

    Posted 11-14-2023 14:05
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    No replies, thread closed.

    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.

     


    #Reporting/Analytics

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    Judy Heckbert
    NTT America, Inc
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  • 2.  RE: Double Talk time

    Posted 11-15-2023 09:09
    No replies, thread closed.

    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.



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 3.  RE: Double Talk time

    Posted 11-15-2023 09:15
    No replies, thread closed.

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



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    Judy Heckbert
    NTT America, Inc
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    Original Message


  • 4.  RE: Double Talk time

    Posted 11-15-2023 11:17
    No replies, thread closed.

    What is the high level attribute you are looking to bill on?  From the agent status view, you could use the total for "interacting" time.  Interacting will capture linearly the amount of time an agent spent interacting on an ACD assigned conversation.  If there's overlap of conversations, it's still counted as a singular bucket.  The drawback is that you can't correlate "interacting" time directly to a single queue especially considering the circumstance where an agent could be interacting with multiple conversations that are assigned to different queues.

    The actual active activity for a callback happens under the voice channel.  You could consider using only the voice talk time metric as your billing point.  The block you highlighted in #3 would be counted towards the voice media channel's talk time.



    ------------------------------
    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


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