Genesys Cloud - Main

We currently have bullseye and Standard routing for our queue config. 

Our staff sometimes need to make an outbound call prior to taking the next inbound call. If the queues are busy, they take themselves 'off Queue' then make the call. Unfortunately, they sometimes forget to put themselves back on queue 

We want staff to stay on queue but they can't get to the 'make a call' status fast enough. Is there any way I can build in a 2-3 second timer at the end of the call before the next call drops in?

Thanks

#Telephony

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Laura Horton
NA
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Laura,

For my mind, the "simplest" way is to use the ACW.

How to define it You can find on "Configure after call work settings"

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Best regards,

Yvgeni Liberman
ITNAV-Pro Ltd.
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Hi Laura,

I am not sure, what you refer with "outbound". If you are talking about an manual outbound call, than configuring an ACW could be a solution. Agents could use that timeslot to make the call or otherwise end the ACW before the timer runs off.
But if you are talking about an outbound-campaign managed by Genesys, that will not work.

A wild suggestion: You could use a trigger v2.detail.events.conversation.{id}.user.end with filters on mediaType "Voice" and direction "outbound" to start a workflow, that puts the agents back "On Queue" after making an outbound. That would handle the problem of forgetting to go pack on queue. But maybe this will have unwanted side-effects.

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Christoph Domaschke
Leiter Service Center (Cronbank)
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