Genesys Cloud - Main

We have become aware of some agents gaming the system and calling the same number over and over, thus looking busy but not doing as assigned.  These agents make manual outbound calls through queue, but continue to just call same number.  Anyone know of a way to easily track this or capture this behaviour?

#API/Integrations
#Conversational AI (Bots, Agent Assist, etc.)
#Outbound
#Reporting/Analytics
#System Administration
#Telephony

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Clayton Curtis
Tech manager
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Hello Clayton,

If you want to quickly check which numbers the agent(s) have called, you can pull up the interactions for the day via Performance > Workspace > Interactions. From there, you can add the Users (agent's name) and DNIS (dialed number) and filter the report based on any other criteria that you would like. I think there may be a way to pull the info via API using the API Explorer but that would involve a bit more setup.

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Jason Kleitz
Online Community Manager/Moderator
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Hi Clayton,
in addition to Jasons comment: You can export the complete interaction view with the needed columns and use "countifs" in Excel with agent name and DNIS to identify agents with that abusive behavior.

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Christoph Domaschke
Leiter Service Center (Cronbank)
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Hi @Clayton Curtis,

Quick question: Not what our current policy is regarding multiple calls being placed to the same number. Are these real customers? If yes, these repeated calls can be very annoying. 

Are you exploring the options to have any controls in place to prevent that? 

An option could be: add a trigger on event "v2.detail.events.conversation.{id}.user.start" to start a Workflow where you can invoke the Data Action (Analytics API) to check the number of calls from Agent A to the phone number B for the current day and then based on the output to take the necessary actions to manage or stop that kind of behaviour. 

Thanks,

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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Hi Clayton,

I had the same issues.  I ended up doing a monthly export of all interactions with the columns users and DNIS as well as dates etc, pulled it all into PowerBI and did call counts to each DNIS per user. 

Found a user that called our IT helpdesk and hung up multiple times a day. 

Hope that sets you on a path to solving the problem.

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Andrew Doller
Workforce Planner
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