Genesys Cloud - Main

There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:

If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.

Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
not be reported.

We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".

BR,
Thomas
#Routing(ACD/IVR)

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

We do something similar.  For reporting, I download the interactions details and look at the Flow column.  If the call was "calls given busy", then it only has one flow associated with it.  If there are agents on queue I transfer the call to a new flow, so you see two flows in the Flow column.  If there are no agents on queue, then it doesn't pass the first flow and disconnects so only one flow is recorded.

------------------------------
Penny Petrie
Camis Inc
------------------------------

Original Message:
Sent: 09-24-2021 05:21
From: Thomas Kern
Subject: Inbound call-flow: out-of-service feature and reporting capability

There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:

If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.

Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
not be reported.

We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".

BR,
Thomas
#Routing(ACD/IVR)

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

Hi Penny,

this seems to be very promissing. I'll rty this.

Best regards
Thomas

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

Original Message:
Sent: 09-27-2021 08:40
From: Penny Petrie
Subject: Inbound call-flow: out-of-service feature and reporting capability

We do something similar.  For reporting, I download the interactions details and look at the Flow column.  If the call was "calls given busy", then it only has one flow associated with it.  If there are agents on queue I transfer the call to a new flow, so you see two flows in the Flow column.  If there are no agents on queue, then it doesn't pass the first flow and disconnects so only one flow is recorded.

------------------------------
Penny Petrie
Camis Inc

Original Message:
Sent: 09-24-2021 05:21
From: Thomas Kern
Subject: Inbound call-flow: out-of-service feature and reporting capability

There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:

If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.

Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
not be reported.

We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".

BR,
Thomas
#Routing(ACD/IVR)

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

Have you thought about making the "Flow.AgentOnQueue > 0" decision within the In-Queue flow? Then, all of the calls will flow to the queue, but whenever there aren't agents, you can still configure the disconnect logic if desired. The only thing you would need to be mindful of with this approach is the queue flow out number would increase, as there would be calls entering the queue and then leaving (being disconnected) without being answered.

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 09-24-2021 05:21
From: Thomas Kern
Subject: Inbound call-flow: out-of-service feature and reporting capability

There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:

If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.

Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
not be reported.

We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".

BR,
Thomas
#Routing(ACD/IVR)

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

Hi Peter,

decision is already setup inside an in-queue flow and fuctionality works like a charm. The point is: When a supervisor wants to run a report for "calls given busy" he will see no data for those calls.

Thanks for your input

Best regards
Thomas

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

Original Message:
Sent: 09-27-2021 08:50
From: Peter Stoltenberg
Subject: Inbound call-flow: out-of-service feature and reporting capability

Have you thought about making the "Flow.AgentOnQueue > 0" decision within the In-Queue flow? Then, all of the calls will flow to the queue, but whenever there aren't agents, you can still configure the disconnect logic if desired. The only thing you would need to be mindful of with this approach is the queue flow out number would increase, as there would be calls entering the queue and then leaving (being disconnected) without being answered.

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC

Original Message:
Sent: 09-24-2021 05:21
From: Thomas Kern
Subject: Inbound call-flow: out-of-service feature and reporting capability

There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:

If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.

Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
not be reported.

We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".

BR,
Thomas
#Routing(ACD/IVR)

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

Hi Thomas,

You could also use the External Tag attribute to store an attribute "Agents Busy" if that decision step is true, or "Agents Not Busy" if not true.  Then this data would show up in the Interactions performance view. It isn't the intended use case of the External Tag, but it would meet your needs for now until further IVR reporting is released.

Or, you could write that data to Participant Data.  Then, Supervisors can export the Interactions view and "save" the custom attributes on that export.  Only downside to this approach is that it's not immediately available in the UI; only via export.

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC
------------------------------

Original Message:
Sent: 09-27-2021 10:19
From: Thomas Kern
Subject: Inbound call-flow: out-of-service feature and reporting capability

Hi Peter,

decision is already setup inside an in-queue flow and fuctionality works like a charm. The point is: When a supervisor wants to run a report for "calls given busy" he will see no data for those calls.

Thanks for your input

Best regards
Thomas

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG

Original Message:
Sent: 09-27-2021 08:50
From: Peter Stoltenberg
Subject: Inbound call-flow: out-of-service feature and reporting capability

Have you thought about making the "Flow.AgentOnQueue > 0" decision within the In-Queue flow? Then, all of the calls will flow to the queue, but whenever there aren't agents, you can still configure the disconnect logic if desired. The only thing you would need to be mindful of with this approach is the queue flow out number would increase, as there would be calls entering the queue and then leaving (being disconnected) without being answered.

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC

Original Message:
Sent: 09-24-2021 05:21
From: Thomas Kern
Subject: Inbound call-flow: out-of-service feature and reporting capability

There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:

If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.

Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
not be reported.

We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".

BR,
Thomas
#Routing(ACD/IVR)

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

Hi Peter,

sounds promising. I will check this after my leave.

Best regards
Thomas

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------

Original Message:
Sent: 09-27-2021 10:33
From: Peter Stoltenberg
Subject: Inbound call-flow: out-of-service feature and reporting capability

Hi Thomas,

You could also use the External Tag attribute to store an attribute "Agents Busy" if that decision step is true, or "Agents Not Busy" if not true.  Then this data would show up in the Interactions performance view. It isn't the intended use case of the External Tag, but it would meet your needs for now until further IVR reporting is released.

Or, you could write that data to Participant Data.  Then, Supervisors can export the Interactions view and "save" the custom attributes on that export.  Only downside to this approach is that it's not immediately available in the UI; only via export.

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC

Original Message:
Sent: 09-27-2021 10:19
From: Thomas Kern
Subject: Inbound call-flow: out-of-service feature and reporting capability

Hi Peter,

decision is already setup inside an in-queue flow and fuctionality works like a charm. The point is: When a supervisor wants to run a report for "calls given busy" he will see no data for those calls.

Thanks for your input

Best regards
Thomas

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG

Original Message:
Sent: 09-27-2021 08:50
From: Peter Stoltenberg
Subject: Inbound call-flow: out-of-service feature and reporting capability

Have you thought about making the "Flow.AgentOnQueue > 0" decision within the In-Queue flow? Then, all of the calls will flow to the queue, but whenever there aren't agents, you can still configure the disconnect logic if desired. The only thing you would need to be mindful of with this approach is the queue flow out number would increase, as there would be calls entering the queue and then leaving (being disconnected) without being answered.

------------------------------
Peter Stoltenberg
Avtex Solutions, LLC

Original Message:
Sent: 09-24-2021 05:21
From: Thomas Kern
Subject: Inbound call-flow: out-of-service feature and reporting capability

There is a business requirement for poor staffed queues giving an announcement followed by disconnect if specific queues are not staffed. We created an inbound-flow where a decision node triggers on "Flow.AgentOnQueue > 0". On failure we playback audio followed by disconnect. This works, but it is not possible to report those kind of calls:

If a supervisor generates reports he typically selects queues to get data. Because out-of-service calls never entered a queue those calls will NOT appear in the report. This would be also a business requirement.

Then we modified the flow so that we use a pre transfer audio in an "Transfer to ACD" node. Now the call can be reported once entered the queue. In this case the call can not be dropped by the system. Calls during the pre transfer audio phase will also
not be reported.

We are searching for full out-of-dervice function in combination with reporting feature for "calls given busy".

BR,
Thomas
#Routing(ACD/IVR)

------------------------------
Thomas Kern
IKEA Deutschland GmbH & Co. KG
------------------------------