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  • 1.  No Interactions Reported for an Agent

    Posted 3 hours ago

    I have an agent stating they were taking calls from 0730-0841, but there are no interactions showing for her until 0841 today. However, she did not select a wrap up code on her last interaction yesterday (it was a callback) and it did not time out until 0854 this morning. 

    Is it possible for her to get voice and callback interactions while her callback interaction from yesterday is still in progress? Her utilization is set to (1) for all media types. 

    I'm trying to decipher if this was truly a Genesys issue or user caused. I appreciate any insight you can provide.


    #Reporting/Analytics

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    Laura Callaway
    Application Analyst
    St. Luke's Health System
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  • 2.  RE: No Interactions Reported for an Agent

    Posted 2 hours ago

    Hi Laura,

    From my understanding with utilization set to 1 for both voice and callback, the agent would typically only be able to handle one active interaction at a time.

    In this case, the callback from yesterday even though it wasn't wrapped up and only timed out at 08:54 would still count as an active interaction and consume her capacity. That would normally prevent any new ACD voice or callback interactions from being routed to her between 07:30–08:41.

    Given that, if no interactions are showing before 08:41, it leans more towards an interaction state / availability explanation rather than a Genesys issue.

    To verify, you could check this in Analytics > Analytics Workspace > Interactions, filter by the agent and Media Type = Callback, then open the interaction and review the Timeline to confirm when the interaction actually ended.

    It may also be worth checking whether anything handled around 08:41 was a non-ACD interaction (e.g. internal call, consult, or transfer), as those can behave differently depending on configuration.

    Hope this helps.

    Cheers



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: No Interactions Reported for an Agent

    Posted 2 hours ago

    Olá Laura 

    Seria muito improvável que o agente recebesse interações ACD adicionais se sua utilização estivesse definida como 1 e o retorno de chamada do dia anterior ainda estivesse em andamento. Nesse caso, a interação continuaria consumindo sua capacidade até que o tempo limite de finalização fosse atingido.

    No entanto, vale ressaltar que interações que não sejam ACD ainda seriam possíveis. Por exemplo, o agente poderia fazer chamadas de saída ou receber transferências diretas/chamadas que não sejam ACD , já que estas normalmente não são contabilizadas na capacidade de roteamento do ACD da mesma forma.

    Por isso, pode ser útil revisar a linha do tempo da conversa das interações que o agente disse ter realizado entre 07:30 e 08:41 para confirmar se elas eram de fato chamadas roteadas pelo ACD ou outro tipo de interação.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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