Genesys Cloud - Main

Hi All

We have a situation where by if our agents are making outbound calls and remain on queue, another call will come through to them by the time they have the chance to make their outbound call.

To remedy this we are currently asking them to go into another secondary activity code that we created (Busy>Outbound call') before making their call. The issue we are having is that it is then adding to their time in that code.

I was wondering how other businesses are managing outbound calls so that agent stats aren't impacted?

Thanks 

A couple of things - are they dialing on behalf of a queue?  If not, those are not considered queue calls and they will be presented with an inbound queue call.  Also, there is a setting under Utilization that allows you to block incoming calls when on a non-ACD call.

Hi All

We have a situation where by if our agents are making outbound calls and remain on queue, another call will come through to them by the time they have the chance to make their outbound call.

To remedy this we are currently asking them to go into another secondary activity code that we created (Busy>Outbound call') before making their call. The issue we are having is that it is then adding to their time in that code.

I was wondering how other businesses are managing outbound calls so that agent stats aren't impacted?

Thanks 

Hi Robert

Yes they are dialling on behalf of a queue and we already have that setting enabled.

The trouble is as we are very busy, there are always calls queuing, so for those 10 seconds or so, were they click 'Interactions' and add in the calling on behalf of a queue and the contact number for the outbound call, a queue call would have come through to our agents. 

Any ideas how to stop this happening? 

Thanks

A couple of things - are they dialing on behalf of a queue?  If not, those are not considered queue calls and they will be presented with an inbound queue call.  Also, there is a setting under Utilization that allows you to block incoming calls when on a non-ACD call.

Hi All

We have a situation where by if our agents are making outbound calls and remain on queue, another call will come through to them by the time they have the chance to make their outbound call.

To remedy this we are currently asking them to go into another secondary activity code that we created (Busy>Outbound call') before making their call. The issue we are having is that it is then adding to their time in that code.

I was wondering how other businesses are managing outbound calls so that agent stats aren't impacted?

Thanks 

Why don't you use Timebox or Agent Requested with 10 or 15 seconds to allow them to dial between calls?  That is better than them changing the status and then not switching back to On Queue.

Hi Robert

Yes they are dialling on behalf of a queue and we already have that setting enabled.

The trouble is as we are very busy, there are always calls queuing, so for those 10 seconds or so, were they click 'Interactions' and add in the calling on behalf of a queue and the contact number for the outbound call, a queue call would have come through to our agents. 

Any ideas how to stop this happening? 

Thanks

A couple of things - are they dialing on behalf of a queue?  If not, those are not considered queue calls and they will be presented with an inbound queue call.  Also, there is a setting under Utilization that allows you to block incoming calls when on a non-ACD call.

Hi All

We have a situation where by if our agents are making outbound calls and remain on queue, another call will come through to them by the time they have the chance to make their outbound call.

To remedy this we are currently asking them to go into another secondary activity code that we created (Busy>Outbound call') before making their call. The issue we are having is that it is then adding to their time in that code.

I was wondering how other businesses are managing outbound calls so that agent stats aren't impacted?

Thanks 

The ACW time that we have set up works for us already. This is more when an outbound call is needing to be made, but not straight after the original call ending. E.g Dealt with a call in the morning, now need to make an outbound in the afternoon?

Why don't you use Timebox or Agent Requested with 10 or 15 seconds to allow them to dial between calls?  That is better than them changing the status and then not switching back to On Queue.

Hi Robert

Yes they are dialling on behalf of a queue and we already have that setting enabled.

The trouble is as we are very busy, there are always calls queuing, so for those 10 seconds or so, were they click 'Interactions' and add in the calling on behalf of a queue and the contact number for the outbound call, a queue call would have come through to our agents. 

Any ideas how to stop this happening? 

Thanks

A couple of things - are they dialing on behalf of a queue?  If not, those are not considered queue calls and they will be presented with an inbound queue call.  Also, there is a setting under Utilization that allows you to block incoming calls when on a non-ACD call.

Hi All

We have a situation where by if our agents are making outbound calls and remain on queue, another call will come through to them by the time they have the chance to make their outbound call.

To remedy this we are currently asking them to go into another secondary activity code that we created (Busy>Outbound call') before making their call. The issue we are having is that it is then adding to their time in that code.

I was wondering how other businesses are managing outbound calls so that agent stats aren't impacted?

Thanks