Genesys Cloud - Main

Dear Community,

Following scenario:

Multiple agents blend inbound and outbound calls. An agent which is supposed to make an outbound call on behalf of a queue (i.e. making a callback to customer, due to connection issues) is enforced to get out from the On-Queue. This however negatively impacts the performance metrics for that agent.

One of the workarounds is to perform the outbound calls only within the inbound ACW. In such scenario the inbound ACW time is still being counted however, so that it will also impact the performance metrics negatively.

Outbound campaign do exist, which is obviously the best practice of course, but in some cases the agents which normally handles inbound calls have to make callbacks.

Is there any way to address this specific issue?

Is there any way maybe to setup a custom status and configure it in a way that it will not eligible for inbound calls and will not impact negatively performance metrics at the same time?

Thanks in advance for your ideas and opinions!

BR,

Mat

Unfortunately, this has been a long-standing issue.  You can use the Agent Requested ACW or have them change their status during a call, but that is hit or miss with agents. 

If these outbound calls are as valuable as inbound, I would suggest using a callback method instead of manually dialing them.  You could have a simple app that creates a callback in queue with the same priority as inbound calls and they would be presented in the same fashion.

The other route would be an Outbound dialer campaign the make the calls on behalf of the agent.   

Dear Community,

Following scenario:

Multiple agents blend inbound and outbound calls. An agent which is supposed to make an outbound call on behalf of a queue (i.e. making a callback to customer, due to connection issues) is enforced to get out from the On-Queue. This however negatively impacts the performance metrics for that agent.

One of the workarounds is to perform the outbound calls only within the inbound ACW. In such scenario the inbound ACW time is still being counted however, so that it will also impact the performance metrics negatively.

Outbound campaign do exist, which is obviously the best practice of course, but in some cases the agents which normally handles inbound calls have to make callbacks.

Is there any way to address this specific issue?

Is there any way maybe to setup a custom status and configure it in a way that it will not eligible for inbound calls and will not impact negatively performance metrics at the same time?

Thanks in advance for your ideas and opinions!

BR,

Mat

Hi Robert,

Thanks for the suggestions. About the app - are you aware of any existing one or that we we should create one rather?

BR,

Mat

Unfortunately, this has been a long-standing issue.  You can use the Agent Requested ACW or have them change their status during a call, but that is hit or miss with agents. 

If these outbound calls are as valuable as inbound, I would suggest using a callback method instead of manually dialing them.  You could have a simple app that creates a callback in queue with the same priority as inbound calls and they would be presented in the same fashion.

The other route would be an Outbound dialer campaign the make the calls on behalf of the agent.   

Dear Community,

Following scenario:

Multiple agents blend inbound and outbound calls. An agent which is supposed to make an outbound call on behalf of a queue (i.e. making a callback to customer, due to connection issues) is enforced to get out from the On-Queue. This however negatively impacts the performance metrics for that agent.

One of the workarounds is to perform the outbound calls only within the inbound ACW. In such scenario the inbound ACW time is still being counted however, so that it will also impact the performance metrics negatively.

Outbound campaign do exist, which is obviously the best practice of course, but in some cases the agents which normally handles inbound calls have to make callbacks.

Is there any way to address this specific issue?

Is there any way maybe to setup a custom status and configure it in a way that it will not eligible for inbound calls and will not impact negatively performance metrics at the same time?

Thanks in advance for your ideas and opinions!

BR,

Mat