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.
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Gina Palmer
Papa, Inc.
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Original Message:
Sent: 05-22-2023 15:49
From: Shannon Hellner
Subject: Preventing chats when agent needs to change activity (break/meal)
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
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Shannon Hellner
Paycor, Inc.
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