Genesys Cloud - Main

We have been dealing with an issue of skewed historical data due to agents forgetting to logout since the outset. We've done our best to educate the agents but we have many locations spread over a wide geographic area and it's hard to keep tabs on everyone. Here is the scenario: Agent forgets to logout and close their last call thus skewing data for AHT, agent status and historical data for forecasting. The result is a forecast with wild fluctuations in AHT and inaccurate AHT reporting.

Is there an easy way to monitor this behavior, close the interaction and force a logout? Is there a way to omit this bad data and prevent it from polluting our historical reports and forecasts?

I'm sure there are other administrators who are experiencing this issue. Thanks in advance.
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#Unsure/Other

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Paul Soulodre
Alberta Motor Association
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Hi Paul,

What is the ACW method you are using?

When using the optional method if the agent closes the browser before complete ACW, that person will be On Queue(Interacting) for the system. On the next day, the wrap-up code will be required to complete the interaction.
If you use Time-boxed ACW method, after the ACW time the interaction is disconnected and the agent status is set to Offline.

You can monitor the queue activity and try to disconnect the interactions.

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Paulo Mesquita
Spark NZ Trading
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Hello Paul

Relating to time-boxed wrap-up there is an idea related to how wrap-up code is handled that may be of interest please;

Idea regarding default wrap-up

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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
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Original Message:
Sent: 02-15-2020 02:06
From: Paulo Mesquita
Subject: Historical Data skewed by agents forgetting to logout

Hi Paul,

What is the ACW method you are using?

When using the optional method if the agent closes the browser before complete ACW, that person will be On Queue(Interacting) for the system. On the next day, the wrap-up code will be required to complete the interaction.
If you use Time-boxed ACW method, after the ACW time the interaction is disconnected and the agent status is set to Offline.

You can monitor the queue activity and try to disconnect the interactions.

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Paulo Mesquita
Spark NZ Trading
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​Thank You Paulo,

Depending on the queue and business requirements we use a variety of ACW settings including discretionary and Time-Boxed. With Time boxed ACW there is the concern that, if an agent's phone is set to auto-answer and the agent forgets to close the call the agent will go on queue after the ACW time runs out. You seem to contradict this in your statement above; "after the ACW time the interaction is disconnected and the agent status is set to Offline" while the definition of Mandatory Time-boxed ACW states: " If they finish after call work early, they can change status to receive new interactions or automatically become available at the end of the time specified". Can you confirm that an agent who is on auto answer will not go on queue after the ACW time runs out?

Thanks

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Paul Soulodre
Alberta Motor Association
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Original Message:
Sent: 02-15-2020 02:06
From: Paulo Mesquita
Subject: Historical Data skewed by agents forgetting to logout

Hi Paul,

What is the ACW method you are using?

When using the optional method if the agent closes the browser before complete ACW, that person will be On Queue(Interacting) for the system. On the next day, the wrap-up code will be required to complete the interaction.
If you use Time-boxed ACW method, after the ACW time the interaction is disconnected and the agent status is set to Offline.

You can monitor the queue activity and try to disconnect the interactions.

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Paulo Mesquita
Spark NZ Trading
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Hi Paul,

The documentation is correct, the example that I gave you is for the situation where the agent closes the browser and goes home without selecting a wrap-up code for the call.

If the agents know they are working on the last call of the day, they can change status to Off Queue while still on the call with the customer. This will prevent new calls and they don't have to wait for the customer to hang up the call to change the status.

The good news is that Genesys announced yesterday these metrics will not affect the forecasts any more:
https://help.mypurecloud.com/articles/deprecation-wfm-short-term-forecast-average-talk-time-and-after-call-work-metrics/

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Paulo Mesquita
Spark NZ Trading
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Original Message:
Sent: 02-19-2020 12:25
From: Paul Soulodre
Subject: Historical Data skewed by agents forgetting to logout

​Thank You Paulo,

Depending on the queue and business requirements we use a variety of ACW settings including discretionary and Time-Boxed. With Time boxed ACW there is the concern that, if an agent's phone is set to auto-answer and the agent forgets to close the call the agent will go on queue after the ACW time runs out. You seem to contradict this in your statement above; "after the ACW time the interaction is disconnected and the agent status is set to Offline" while the definition of Mandatory Time-boxed ACW states: " If they finish after call work early, they can change status to receive new interactions or automatically become available at the end of the time specified". Can you confirm that an agent who is on auto answer will not go on queue after the ACW time runs out?

Thanks

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Paul Soulodre
Alberta Motor Association
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Original Message:
Sent: 02-15-2020 02:06
From: Paulo Mesquita
Subject: Historical Data skewed by agents forgetting to logout

Hi Paul,

What is the ACW method you are using?

When using the optional method if the agent closes the browser before complete ACW, that person will be On Queue(Interacting) for the system. On the next day, the wrap-up code will be required to complete the interaction.
If you use Time-boxed ACW method, after the ACW time the interaction is disconnected and the agent status is set to Offline.

You can monitor the queue activity and try to disconnect the interactions.

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Paulo Mesquita
Spark NZ Trading

Hi @Paul Soulodre,

Thanks for sharing your experience. This seems to be a pretty common issue.

Our friend @Becky Powell discusses your question in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!​​

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Cole Callahan
Genesys - Employees
Online Community Coordinator
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