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  • 1.  Incoming calls to unique DID assign to queue with extension barge-in?

    Posted 12-05-2022 11:05
    I am looking for a solution to an issue we have will Incoming calls, calls returned as result of a sales call to prospects. 

    Scenario:  Sales agent makes cold call to prospect and leaves the company 800 number to call them back along with their personal extension.  Today when the customer calls back, the first menu has the option to barge-in with extension, customer enters the extension, the call goes direct to the agent.  As a result:

    1. The call is not recorded (yes, we have a workaround to click "record", but agents forget to do that.)
    2. The call is not counted in metrics for the sales queue nor the agent (answered) who is handling calls for that queue.
    3. Since it ends up as a direct call, if the agent is On Queue and another call comes in that they can't take, and they forget to toggle to Available status. They are dinged for 'unresponsive' and taken out of the queue. This becomes a red flag for the manager who wants to know why this person is not answering the queue calls. OR why are they not On Queue (they are Available).  Utilization config change to not allow a queue call if another call is in progress is not an option.  For example, if an agent is on a personal direct call, they should still be alerted for a queue call.
    4. Metrics are wrong as they have not been counted as incoming calls for that department/queue and productivity number are reported incorrectly. 

    Fact:  Once a call makes its way into a queue, it stays ACD and metrics are counted even if the call is transferred to a direct extension, which is perfect.  

    Can a flow be manipulated to allow a barge option "if you know your party's extension you can enter it now", and if they do enter the extension, drop them in to a unique queue but push the call to the specific agent's extension?  How have others been handling this scenario?

    Wendy Sachen
    Armed Forces Insurance (AFI)

  • 2.  RE: Incoming calls to unique DID assign to queue with extension barge-in?

    Posted 12-05-2022 11:16
    Sounds like a better way to do this is Preferred Agent routing in a queue, but then the "barge in" feature would not work.  If you only want to sound the calls, you could go through a queue for that, but agent performance could be used for that as well.    I would suggest you bring the DID's into a Flow that looks at agent status and either offer a transfer or voicemail for the agent.  If caller chooses transfer, try agent for a few rings then bring back into Flow (timeout on transfer to agent) and then transfer to the agent's voicemail.  

    As for the recording policy, you can initiate based on a wrap-up code, so set to a wrap-up of Transfer to Agent in the Flow and then have a policy based on that to record the conversation.  

    For metrics, again, the Preferred Agent routing would be best.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Incoming calls to unique DID assign to queue with extension barge-in?

    Posted 12-05-2022 12:46
    Thanks Robert I will give that a try.

    Wendy Sachen
    Armed Forces Insurance (AFI)

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