Genesys Cloud CX

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  • 1.  Manual Outbound Calls and Adherence

    Posted 11-30-2022 12:25
    Hello,

    We have a process where agents place manual outbound calls to customers that is as follows:

    1. Agent changes their presence to "Available - Outbound Contact"
    2. Agent places call on behalf of a queue to customer
    3. Once the call connects, the agent switches their presence back to "On-Queue"
    4. Agent handles call
    The issue we're running into is there are occasions where an agent forgets to change their state back to "On-Queue", resulting in a hit to their adherence for that outbound call. Has anyone come up with a better approach to handling outbound calls than this? Ideally, agents would be able to place an outbound call while still on-queue without risk of impacting their adherence or having another call be assigned before they get to place the dial.

    Thanks,
    Mo
    #Outbound
    #Reporting/Analytics
    #Unsure/Other

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    Mo Ford
    Upgrade
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  • 2.  RE: Manual Outbound Calls and Adherence

    Top 25 Contributor
    Posted 11-30-2022 15:08
    Hi Mo,

    I haven't had to deal with this myself, but just wanted to check if you have tried to let the agent instead deactivate themselves from the queue instead
    https://help.mypurecloud.com/articles/choose-queues-work/

    That way they can stay on queue, while making outbound calls, and then re-activate the queue to take the inbound calls, which should then help with the adherence issue.

    Otherwise looking forward to seeing how other people handle this.

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    Anton Vroon
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  • 3.  RE: Manual Outbound Calls and Adherence

    Posted 11-30-2022 17:26
    Hi Anton,

    That is one alternative we're exploring but then we run the risk of having agents forget to add themselves back to the queue to begin taking inbound calls again.

    I'm hoping someone has come up with a way to make this happen that doesn't rely on agent/user action other than maybe one status change and placing the call.

    Thanks for the response either way.

    Mo

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    Mo Ford
    Upgrade
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  • 4.  RE: Manual Outbound Calls and Adherence

    Posted 11-30-2022 22:49
    Edited by Muhammad Zubair Awan 11-30-2022 22:53
    Hi

    Here's a thought, How about triggering a workflow, using process automation triggers like below, that uses the Patch Presence API via Data Action to set a user's presence to "On Queue"

    v2.detail.events.conversation.id.user.start
    v2.detail.events.conversation.id.user.end

    you can configure the trigger to match the certain criteria like direction "Outbound", Queue ID used for outbound call etc. to ensure it does not trigger for every call. Also in the workflow you can add some logic i.e. check current status before setting the status to On-Queue.


    Cheers

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    Muhammad Zubair Awan
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