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  • 1.  negative performance impact for Outbound Call

    Posted 01-14-2025 07:47
    No replies, thread closed.

    Hello everyone

    I have a problem for some time where I can't find an answer. maybe you can help me?

    The problem is that employees who have to make an outbound call (not because of a campaign) have negative performance impact.

    The current situation is that, if the agent from an inbound call center has to make an outbound call, he has to make it on Inbound ACW. This continues to count until the outbound call is completed  and this is a Problem!

    Solution:

    Genesys should be able to recognize these as the call goes externally and calculate them directly as OUTBOUND dialing, talk and ACW time from outbound. Where we can then Report kpi's to the Agent in performance analogous to inbound kpi's.

    Because it doesn't, we always tell our agents to switch to Off Queue when they make an outbound call. but this also has a negative impact because they are out of adherence then.

    So in both cases the agent is negatively impacted. how we could solve or improve this Problem?



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    Petek Caranzi
    Business Development Specialist
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  • 2.  RE: negative performance impact for Outbound Call
    Best Answer

    Posted 01-14-2025 08:18
    No replies, thread closed.

    Aren't they making the outbound call on behalf of the queue? This would count as an ACD interaction and for the agent routing status.



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    Dawn Zielinski
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    Original Message


  • 3.  RE: negative performance impact for Outbound Call

    Posted 01-14-2025 09:36
    No replies, thread closed.

    Doch aber dafür muss der Agent auf "Off Queue" wechseln was wiederum impact auf den Status/Adherence Wert hat. Wenn er das nicht tut so wird er durch ein Inbound Call gestört sofern der Agent den vorherigen Inbound über Wrapup abgeschlossen hat. Wenn er während ACW vom Inbound Anruft läuft der Inbound ACW weiter obwohl der Agent im Outbound Call ist.  



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    Petek Caranzi
    Business Development Specialist
    ------------------------------

    Original Message


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