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Routing and Evaluation Methods for Blended Roles

  • 1.  Routing and Evaluation Methods for Blended Roles

    Posted 03-14-2023 11:30

    Hello there, I'm having a significant problem and am looking for some advice on how best to solve for it. 


    Context: We have team of agents that work a dialer, outbound campaigns, as well as an inbound queue. How this works is, the inbound queue is prioritized so when the dialer record is ended, if there is a client waiting in queue, the agent will get the inbound instead of another dialer record. For the most part, this is exactly how we want things to work. The intention of the dialer and inbound calls is an equal distribution of opportunity. Those who are faster, may have a slight advantage as they are moving through records quicker than others, that is acceptable. 

    Problem: For the most part, this is working, those with high productivity, have more inbound opportunity. However, there are some consistent outliers. Some agents are getting a ton of inbound calls because they end the outbound call and sit on a record before ending the preview for an excessive time. All of the evaluation methods for routing defer to one base line statement, "ACD selects the agent with the longest time since last interaction." This is where the problem lies, there is no option to disregard longest since interaction. We are seeing that agents who sit on a record for an excess amount of time are the ones getting the most inbound calls. I believe it is counting the start of the last interaction so the longer the interaction, the longer since last interaction. Agents have found this gap and are exploiting it. 

    Routing and evaluation methods - Genesys Cloud Resource Center (mypurecloud.com)

    I have tried all three of the available options but all roll back to longest interaction. I really need to create a fair playing field for all of the agents and would like to disregard this longest interaction piece. It should be highest dials has the highest inbound calls and not longest time squatting on a record. 

    I hope I laid everything out in a digestible format, I really need help solving for this. Please let me know if there are any questions or if anyone has any idea to help correct for this.


    #Outbound
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

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    Keaton Oberlander
    Pitney Bowes Inc.
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  • 2.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-14-2023 11:32

    Idea for this issue - INB-I-1706



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    Keaton Oberlander
    Pitney Bowes Inc.
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  • 3.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-15-2023 11:55
    Edited by Ryan Cheesman 03-15-2023 11:56

    Maybe for now, create an "inbound" skill and then change the queue to bullseye routing, then strip the inbound skill after a little while.  Then put your high performers into the inbound skill so that they will have a better chance at getting an inbound call when they become idle.  Then, you force it so that the abusers/exploiters don't get those calls right away as they don't have the skill.  Hopefully, this would make the dialer pick them instead of them getting the next inbound call in queue.

    Obviously, I think a lot of us assume that the logic is looking at longest idle, not longest since they accepted the last call.  I recently found out that people who go on lunch break, then come back get picked first, even if an idle agent has been on queue for a while as those agents (recently went to lunch) had the longest time since they took their last call.  I think there should be more options to select, so it is our choice how the FIFO logic goes.  Longest since accepting the last interaction, Longest Idle, Longest "Available", etc.



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    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
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  • 4.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-15-2023 13:08

    Thank you for taking the time to read and respond to this. While your suggestion is certainly a sound workaround, people on the dialer are intended to all have equal opportunity for the records. So, if we were to assign a skill set for certain people to have an advantage, it would be going against the principals of this dialer. Not to mention it would probably lead down a road of splitting the role and creating separate budgets. Even still, I will bring this to the business as an option to discuss.  


    To your second point, you are spot on and exactly right! Would you mind going to my ideas and voting for it (INB-I-1706)? Potentially commenting and adding any gaps between my business needs and yours? Hopefully we can get a little traction on this.  



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    Keaton Oberlander
    Pitney Bowes Inc.
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  • 5.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-15-2023 16:11

    I'll do so (add to the idea).

     

    I know my workaround isn't great, but you are going to have to wait at least 1 year for Genesys to implement any suggestions made on that Idea you posted, potentially longer.  I have one that is going ton 2.5 years now.  So, you will have to workaround the limitations for a long while before you get what you want.

     

    We are doing these shenanigans with callbacks right now.  We have to closely monitor for unproductive time, then move people in or out of a skill to continually optimize performance due to issues with callbacks and the beta for it being not yet ready.

     

    Maybe someone else will produce a slicker workaround too.  I am about to implement our first dialer, so I am keenly interested I your situation.  I need to learn up on all of the undocumented gotchas as much as possible before turning it on.

     

     

    signature_225592142

    Ryan Cheesman

    SR. MANAGER, IT INTEGRATION SERVICES

     

    P + 858.366.6944

    C + 760.310.2532

     

    Tandem Diabetes Care | positively different

    11075 Roselle Street, San Diego CA 92121

    tandemdiabetes.com

     

     

     

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  • 6.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-15-2023 17:38

    I have integrated multiple dialers in PCC and could for business and would be happy to provide additional insight or things to look out for while developing. I would also be keenly interested in learning more about how you are monitoring the productivity and switching skills. That is something we struggle more than ever with now that we are on a dialer. keaton.oberlander@pb.com is my work email if you would like to set up a meeting to discuss further. 



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    Keaton Oberlander
    Pitney Bowes Inc.
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  • 7.  RE: Routing and Evaluation Methods for Blended Roles

    GENESYS
    Posted 03-16-2023 09:03

    Keaton - have you tried enabling this toggle in the org-level settings:  

    This should effectively mean that if an agent just sits and their status doesn't change, they won't be considered ahead of others who have been waiting longer same day.

    Let me know if that helps.



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    Chris Bohlin
    Product Manager - PureCloud
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  • 8.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-16-2023 09:35

    I will check this status and see if we have this enabled. Though, I don't understand how this will help. On a dialer, the status is the same among all agents, On Queue. Whether they are calling a client or sitting on a record in end preview, their status is the same. 



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    Keaton Oberlander
    Pitney Bowes Inc.
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  • 9.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-16-2023 11:48

    Looks like we do not have this enabled. However, I don't fully understand how this would improve the issue since if they are working or not working, they are in the same status, "On Queue." Also, since this is an organizational setting and not queue based and we are only having this issue in dialer queues, I need to better understand the impact of switching this. 



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    Keaton Oberlander
    Pitney Bowes Inc.
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  • 10.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-16-2023 12:44

    This would deal with the issue of Agents going to lunch that @Ryan Cheesman mentioned, as this time would not count towards the agent's idle time. (Although, in practice, it's not usually a major issue since it will only affect the first call to be delivered to the agent after they return.)

    Unfortunately, I believe Genesys Cloud starts the "time since last interaction" counter when the call disconnects, not when it dispositions.



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    Paul Simpson
    Eventus Solutions Group
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  • 11.  RE: Routing and Evaluation Methods for Blended Roles

    GENESYS
    Posted 03-17-2023 08:54

    Keaton - this should look more at the intraday availability of agents rather than the time since last interaction, so I do think you should see some improvement here.

    Wondering if you could share a bit more detail.  When you say an agent "sit on a record for an excess amount of time" - what do you mean here?  Is the agent in wrap-up on their last interaction after the customer has disconnected?  Would you be able to provide a screenshot of what the agents screen looks like?  

    I want to make sure I'm understanding the exact workflow you feel is giving the agents the unfair advantage.  

    thanks,

    Chris



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    Chris Bohlin
    Product Manager - PureCloud
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  • 12.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-17-2023 09:53

    Yeah, no problem. I know it's by design but it's a gap our agents quickly found and have exploited heavily. So, here is the flow. Agent gets an alert for a record. they accept, call the customer, disconnect, wrap-up the account, end preview. 

    These last two are where we struggle the most. I know that we have options in ACW such as mandatory timed, however, when time expires, instead of moving to the next record, it submits a timeout error code for the wrap-up code. This is very problematic for us because what codes are submitted are what decides when this record will be called again. Because of this, we use mandatory discretionary. 

    So, here is one place we can get hung up. A our agent will disconnect with the customer and just wait at this point. Similarly, if they do place a wrap-up code, it does not force them to the next record and they are on the end preview screen. Yet another screen that they are sitting on. Technically, it shows them having a really long call with a customer because it captures total time on the record. It also has them in On Queue status. When in reality they have stepped away from their computer to get a cup of coffee, to watch youtube videos, do their taxes, whatever. We have no way to force these people to the next record. 

    To compound this issue and make it worse, these agents that were just gone for 25 minutes doing whatever, have now had the longest wait time of any agent since last interaction. It then gives this person a higher chance for an inbound (higher value) account than hard working average joe who has been dialing consistently. 

    We intended for people who were dialing more frequently, to have more of a chance to get the inbound call because they are available, between customers, more frequently. So the result, people that are working really hard will have 5 inbound calls a day and an agent who slacks off and is not upholding work standards, is getting 20 inbound calls a day. 

    Here is an audio and screen recording of a perfect example. It says conversation duration and talk time are 35 minutes. The call actually only lasted 34 seconds. The additional 34.5 minutes, she just sat there. 

    https://apps.cac1.pure.cloud/directory/#/engage/admin/interactions/2db00e30-aba4-411e-9eff-8e4082c3b175

    Here is another example

    https://apps.cac1.pure.cloud/directory/#/engage/admin/interactions/9123263c-90ed-4779-81e3-49c9879263d6

    She was sitting on a record for 32 minutes, she was then able to stay in some kind of status where she could receive inbound calls and not outbound, her next 9 calls were inbound. 




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    Keaton Oberlander
    Pitney Bowes Inc.
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