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Survey Calls being assigned to an Agent while they are on the call

  • 1.  Survey Calls being assigned to an Agent while they are on the call

    Posted 10-30-2022 06:39

    Dears,

    Good Day,.

    I would like to know what are the possible reasons that agent received a survey call like on the screenshot below.



    Is there any setting that result to this. This issue happen to a random users only.

    Anyone experience this before? And how can we avoid this calls

    regards


    #Routing(ACD/IVR)

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    Dan Kenneth Sta Iglesa
    Perfect Presentation Telecommunication
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  • 2.  RE: Survey Calls being assigned to an Agent while they are on the call

    NEW MEMBER
    Posted 10-31-2022 13:59
    Hi Dan,

    The first 2 places I check:

    1.  was the second interaction manually / direct transferred to the agent by a supervisor or such?
    2.  Check the utilization configuration for the user and / or workgroup:  https://help.genesys.com/pureconnect/mergedprojects/wh_ia/desktop/workgroup_user_acd_utilization.htm

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    Pete Schroeder
    HMC3 LLC
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