Workforce Engagement Management

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Preventing chats when agent needs to change activity (break/meal)

    Posted 05-22-2023 15:50
    No replies, thread closed.

    Hello! We use Salesforce for chatting through Gen. Our agents are set up in Gen with 3 in message utilization. 

    Our issue is when the agent needs to switch to a new activity, like meal or break, they go "off queue" to prevent the next chat from coming in. In doing this, they are out of adherence for the entire time off queue, even though they are still chatting with customers. When the third chat is complete, they go into the next planned activity. 

    Is anyone handling this differently or what are you doing about the adherence issues created? 


    #Genesys Cloud CX
    #Scheduling

    ------------------------------
    Shannon Hellner
    Paycor, Inc.
    ------------------------------


  • 2.  RE: Preventing chats when agent needs to change activity (break/meal)

    Posted 05-25-2023 08:44
    No replies, thread closed.

    I'm with you on this.  The problem is Genesys CloudCX does not have what I have always referred to as "soft states".  If there were soft states/status, the agent could choose a status while actively on an interaction and the system would know that it was the next status it should go into when the interaction was over.  Once the interaction ended, the system would automatically place the agent off queue and into the status requested. Having worked with multiple WFM and telecom platforms, it is very disappointing that this feature is current unavailable and it is on my list of product ideas/suggestions to post. 


    How do we compensate?  To mitigate the impact, agents should wait until wrapping up a conversation before changing to Off Queue.   With built in adherences buffers set up in Genesys and factoring that into the schedule adherence/accuracy goal, going off queue a few minutes before your scheduled activity (break, lunch, training, etc) should not stop an agent from making the goal. 



    ------------------------------
    Gina Palmer
    Papa, Inc.
    ------------------------------



  • 3.  RE: Preventing chats when agent needs to change activity (break/meal)

    Posted 05-25-2023 09:13
    No replies, thread closed.

    We are in the same boat.  When following up on adherence concerns, we have to investigate to see if they were still on a call or chat while "off queue".  It is time consuming to figure out what are legit out of adherence and not.  We have had to lower our adherence goals to help agents in meeting expectations.



    ------------------------------
    Penny Petrie
    Camis Inc
    ------------------------------



  • 4.  RE: Preventing chats when agent needs to change activity (break/meal)

    Posted 05-25-2023 09:31
    No replies, thread closed.

    I finally posted the idea so go vote for it!  

    Having Future State (Soft Status) for "What's Next" after an Interaction is complete



    ------------------------------
    Gina Palmer
    Papa, Inc.
    ------------------------------



  • 5.  RE: Preventing chats when agent needs to change activity (break/meal)

    Posted 05-25-2023 09:41
    No replies, thread closed.

    Great Gina - I'll go vote, here's the link everyone? 



    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


  • 6.  RE: Preventing chats when agent needs to change activity (break/meal)

    Posted 05-25-2023 09:42
    No replies, thread closed.

    Thanks everyone!



    ------------------------------
    Shannon Hellner
    Paycor, Inc.
    ------------------------------

    Original Message


  • 7.  RE: Preventing chats when agent needs to change activity (break/meal)

    Posted 05-25-2023 09:57
    No replies, thread closed.

    Thank you all for your comments and feedback.  I'm happy to inform you that this is now on our roadmap for 2024!  Not a lot of details to share yet but hope to have more information to share soon.  



    ------------------------------
    Belinda Herrera
    GENESYS TELECOMMUNICATIONS LAB. INC
    ------------------------------

    Original Message


Related Content