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  • 1.  Service level vs. agents with open interaction.

    Posted 04-16-2024 07:49
    Edited by Michal Wojcik 04-16-2024 07:57
    No replies, thread closed.

    Do you know how Genesys distributes traffic, i.e., if each agent has an open interaction but is not currently making a phone call (preview campaign where the agent is reviewing the customer card), can the system assign an incoming call to that agent?

    We have noticed that our service level is low (less than 50%) and we are trying to locate places where we can seal the process. Agents handle inbound and outbound at the same time, with no division between inbound and outbound queues. 


    #Reporting/Analytics

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    Michal Wojcik
    AvaFin
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  • 2.  RE: Service level vs. agents with open interaction.
    Best Answer

    Posted 04-22-2024 20:23
    No replies, thread closed.

    An agent on a preview dial is on and ACD interaction, so typically will not get a call.  I would guess agents are not answering calls when they should or you may be understaffed on queues.  Take a look at the Not Answering statistics and look at your AHA.  Both should be low.  Look at your average talk as opposed to your average wait.  Also, make sure your abandoned average is more than your average wait.  These will help to figure out what is affecting the quality.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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