View Only
Discussion Thread View
  • 1.  Overlapping Calls.

    Posted 08-07-2022 06:04
    Dear Pureconnect Community,

    Good Day,

    I would like to get your opinion what might be the cause of overlapping calls. We received reports that random agents(All Agents) are experiencing Overlapping calls that leads to missed calls and affecting the workflow.

    While the agent is on call the received another inbound call. 

    Can anyone experience this before and what are the steps to avoid or  remove this issue.


    Dan Kenneth Sta Iglesa
    Perfect Presentation Telecommunication

  • 2.  RE: Overlapping Calls.

    Posted 08-08-2022 13:09

    Hi Dan - Without seeing all the timestamps and call event logs, my first assumption is that call number 2 is not ACD routed to the agent.  e.g. Another agent transferred the call directly to this agents extension or DID without regard to status presence.

    In the screensnip you included, the Duration value is a clue that the alerting interaction may have already been already handled by another.

    Reviewing the CallEventLog on a sample Call ID would be needed to confirm, or look for other clues.

    Raymond Hicks
    Sutter Health

Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources