Genesys Cloud - Main

Hello all,

I have a question regarding non-acd utilization. Is it possible to have non-ACD calls have no effect on agent utilization?

Here's the problem, and perhaps there's a better solution than what I've proposed above - sometimes our sales agents have to follow up with someone, and this means making an outbound call to that person. They can do this one of two ways:

1. They make the call on behalf of a queue. This is my preferred solution as we have cleaner data, agents are able to use wrap-up codes, and their utilization is calculated correctly. The problem with this solution is that this method essentially places the agent at the back of the line and are thus less likely to receive an inbound call. Inbound sales are much easier so agents are incentivized to not make these follow up calls.
2. They make the call directly. This is what the agents have been doing because it doesn't place them at the back of the line. They can follow up with the customer without worrying about their place in line. The problem with this solution is that this method obscures their utilization data and makes our data less clean as a whole. 

Do I just have to pick my poison or is there a solution that prevents some of the negative outcomes that I've described above?

Sorry, but no good answer here.  You laid out the options and problems exactly the way they are and there is no real way programmatically to place them back in the position they were in before the call.  Anything I can think of would place them at the back of the queue for ACD calls.  

Any other smart people out there have an idea?

Hello all,

I have a question regarding non-acd utilization. Is it possible to have non-ACD calls have no effect on agent utilization?

Here's the problem, and perhaps there's a better solution than what I've proposed above - sometimes our sales agents have to follow up with someone, and this means making an outbound call to that person. They can do this one of two ways:

1. They make the call on behalf of a queue. This is my preferred solution as we have cleaner data, agents are able to use wrap-up codes, and their utilization is calculated correctly. The problem with this solution is that this method essentially places the agent at the back of the line and are thus less likely to receive an inbound call. Inbound sales are much easier so agents are incentivized to not make these follow up calls.
2. They make the call directly. This is what the agents have been doing because it doesn't place them at the back of the line. They can follow up with the customer without worrying about their place in line. The problem with this solution is that this method obscures their utilization data and makes our data less clean as a whole. 

Do I just have to pick my poison or is there a solution that prevents some of the negative outcomes that I've described above?