Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Tracking when agent decline phone calls

    Posted 12-18-2019 12:11
    No replies, thread closed.
    We are seeing a trend where a few agents are declining calls they do not want to take.. Now I see it when looking at daily interactions and notice two or more agents handling a single interaction. I then have to go to the timeline and see what each agent did with the interaction. 

    I am wondering if there is a report or a better way to track this than manually searching through interactions?
    #QualityManagement
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Amanda Stohl
    Delaware North Companies
    ------------------------------


  • 2.  RE: Tracking when agent decline phone calls

    Posted 12-20-2019 13:14
    No replies, thread closed.
    Not sure if this is what you are looking for, but you can show the Not Responding column in the Agents Performance view and then export to CSV and use Excel to massage the information.  

    The other would be the Interactions View and show the User Segments and/or Talk Segments and one of these should show.  You can export this and massage as well.


  • 3.  RE: Tracking when agent decline phone calls

    Posted 12-25-2019 04:54
    Edited by Paulo Mesquita do not use 12-25-2019 05:43
    No replies, thread closed.

    Hi Amanda,

    When you go to the Interactions view (Performance > Interaction), you can click on the + signal and add these columns:

    • Users - Alerted
    • Users - Segments

    Then you can export to excel and filter the calls with more than one user segment. The Users - Alerted column will display all the agents who received the interaction.



    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 4.  RE: Tracking when agent decline phone calls

    Posted 01-06-2020 12:24
    No replies, thread closed.
    Agents could also deactivate/activate themselves for assigned queues (see https://help.mypurecloud.com/articles/choose-queues-work/). Is there a possibility to track / audit who has deactivated an agent?

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------



  • 5.  RE: Tracking when agent decline phone calls

    Posted 01-06-2020 13:29
    No replies, thread closed.
    I set up the user role so agents cannot activate/deactivate themselves. Only with the role of supervisor can do this. But I agree, an audit or history change log would be very helpful!

    ------------------------------
    Amanda Stohl
    DNC Parks & Resorts at Buffalo CRES, LLC
    ------------------------------

    Original Message


Related Content