Genesys Cloud - Main

ciao,

for a theme related to reporting and control of agents that make outbound calls in preview mode I have a question to those who already make campaigns in this way.

Operationally when an agent closes the call with the customer, he has the possibility to set a wrap up code (which can have a defined time) and then to receive another call he must click the "Done" button.
But the time between wrap up and click on "Done" does not have a definable timeout and is counted in the "Total_Talk" in the "Interactions" view.

The definition of "Total_Talk" from the help of PureCloud:
"The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks the customer again for two minutes, the Total Talk equals 4 minutes. "
but that time is not talk with the customer.

Potentially an agent could wait minutes without clicking "Done" and cannot be understood from the available views.

How do you handle this?

I've already opened a ticket to Genesys.

Thanks!
#Outbound

------------------------------
Andrea

------------------------------

The Queues Performance view has Average ACW listed for every time period when you drill down the the individual queue. If you click the Agents tab in that view you can see Average ACW per agent. 

If you drill down to an individual agent and then to a specific interaction for the agent, click the Timeline tab for the interaction to see the ACW time for that one interaction (labeled Wrap-up, and if you hover your cursor over it you can see details).

You can click the Wrap-up tab when viewing an agent to see their Average ACW for each Wrap-up Code entered for their interactions. That view has an Export option to export the data to .csv, as do some of the other views (not the Interactions view, yet).

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 04-11-2019 06:58
From: Andrea Clivati
Subject: Outbound calls in preview mode and Talk Time problem

ciao,

for a theme related to reporting and control of agents that make outbound calls in preview mode I have a question to those who already make campaigns in this way.

Operationally when an agent closes the call with the customer, he has the possibility to set a wrap up code (which can have a defined time) and then to receive another call he must click the "Done" button.
But the time between wrap up and click on "Done" does not have a definable timeout and is counted in the "Total_Talk" in the "Interactions" view.

The definition of "Total_Talk" from the help of PureCloud:
"The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks the customer again for two minutes, the Total Talk equals 4 minutes. "
but that time is not talk with the customer.

Potentially an agent could wait minutes without clicking "Done" and cannot be understood from the available views.

How do you handle this?

I've already opened a ticket to Genesys.

Thanks!
#Outbound

------------------------------
Andrea

------------------------------

ciao George,

Thank you for the answer, it's correct what you say.
I forgot to write, my fault, that after confirming the wrap up with "Done" the system will not send another preview call until you press the "End Preview" button.
The time that elapses after "wrap up" and until the agent presses "End Preview" is calculated in the "Total_Talk".

thank' you so much.

------------------------------
Andrea Clivati
Bizmatica Sistemi S.p.a.
------------------------------

Original Message:
Sent: 04-11-2019 10:17
From: George Ganahl
Subject: Outbound calls in preview mode and Talk Time problem

The Queues Performance view has Average ACW listed for every time period when you drill down the the individual queue. If you click the Agents tab in that view you can see Average ACW per agent.

If you drill down to an individual agent and then to a specific interaction for the agent, click the Timeline tab for the interaction to see the ACW time for that one interaction (labeled Wrap-up, and if you hover your cursor over it you can see details).

You can click the Wrap-up tab when viewing an agent to see their Average ACW for each Wrap-up Code entered for their interactions. That view has an Export option to export the data to .csv, as do some of the other views (not the Interactions view, yet).

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 04-11-2019 06:58
From: Andrea Clivati
Subject: Outbound calls in preview mode and Talk Time problem

ciao,

for a theme related to reporting and control of agents that make outbound calls in preview mode I have a question to those who already make campaigns in this way.

Operationally when an agent closes the call with the customer, he has the possibility to set a wrap up code (which can have a defined time) and then to receive another call he must click the "Done" button.
But the time between wrap up and click on "Done" does not have a definable timeout and is counted in the "Total_Talk" in the "Interactions" view.

The definition of "Total_Talk" from the help of PureCloud:
"The total amount of time the agent spends talking to the customer. For example, in an interaction where an agent accepts an interaction, talks to the customer for two minutes, places the customer on hold for one minute, and then talks the customer again for two minutes, the Total Talk equals 4 minutes. "
but that time is not talk with the customer.

Potentially an agent could wait minutes without clicking "Done" and cannot be understood from the available views.

How do you handle this?

I've already opened a ticket to Genesys.

Thanks!
#Outbound

------------------------------
Andrea

------------------------------