Genesys Cloud - Main

Dear Community,

Will there be any option available in Genesys Cloud to fulfill the below requirement?

The system shall support configuring the handling of nuisance calls, where a customer answers the call but no agent is available to handle the interaction.

a. In Predictive Dialing mode, if the dialer places a call to a customer and the call is disconnected before being connected to an available agent (i.e., the customer disconnects the call while waiting for agent connection), such calls shall be classified as nuisance calls.

b. A report shall be available to identify and track such nuisance calls.

Please let us know whether this functionality is supported in Genesys Cloud and the recommended approach to achieve it.

Hi Shaiban,

Please see below what I found while looking into similar outbound predictive dialing discussions.

From my understanding, this behaviour already aligns quite closely with the outbound abandoned/compliance abandon handling in Genesys Cloud.

So in the scenario where:

• the customer answers

• but disconnects before reaching an available agent

that would likely fall under:

• True Abandon

• Compliance Abandon

• or outbound abandoned call reporting

rather than a completely separate "nuisance call" reporting category.

It also looks like Genesys already provides abandoned/compliance metrics through outbound campaign reporting/dashboard areas, which may satisfy part of the reporting requirement without needing completely custom logic.

Some related discussions/references I found useful:

• https://community.genesys.com/discussion/reporting-on-outbound-predictive-dialer-calls

• https://community.genesys.com/discussion/calls-which-are-not-answered-by-an-agent

• https://community.genesys.com/discussion/nuisance-calls-and-how-to-set-a-callback

• https://help.mypurecloud.com/articles/outbound-abandoned-calls/

Hope this helps, and someone with deeper outbound compliance/reporting experience may be able to add further detail/corrections as well.

Dear Community,

Will there be any option available in Genesys Cloud to fulfill the below requirement?

The system shall support configuring the handling of nuisance calls, where a customer answers the call but no agent is available to handle the interaction.

a. In Predictive Dialing mode, if the dialer places a call to a customer and the call is disconnected before being connected to an available agent (i.e., the customer disconnects the call while waiting for agent connection), such calls shall be classified as nuisance calls.

b. A report shall be available to identify and track such nuisance calls.

Please let us know whether this functionality is supported in Genesys Cloud and the recommended approach to achieve it.