Genesys Cloud - Main

Yesterday and today our agents were complaining that there is a big gap between phone calls on our two outbound campaigns.  I didn't hear about it until around 4:30 today and when I first looked at interactions for one agent, it showed a 14 minute phone call and he got one right when it was done.  When I clicked on the interaction it showed something a lot different.  The phone call was 2:05 but the duration is 14:14, I looked at the timeline and it looks like this:


Can anyone tell me what may be going on?  They said they are taking outbound calls, wrapping them up like normal.  It is as if they aren't getting disconnected so that is why they are "sitting" there not receiving another call.  We have enough calls that the phone should never stop presenting calls.

I poked around in the api explorer and looked at the conversation but it didn't tell me much.  I would like to see if I can figure out how big of an impact this was or has been for our agents.  According to what they say, this was impacting everyone today and maybe yesterday.

It is worth noting, we do all of our dialing from within purecloud for salesforce.
#Outbound

That timeline looks like the agent got a Callback interaction, clicked to place the call, disconnected that call, then left the Callback interaction connected for another 12 minutes or so.


------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-23-2019 22:59
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

Yesterday and today our agents were complaining that there is a big gap between phone calls on our two outbound campaigns.  I didn't hear about it until around 4:30 today and when I first looked at interactions for one agent, it showed a 14 minute phone call and he got one right when it was done.  When I clicked on the interaction it showed something a lot different.  The phone call was 2:05 but the duration is 14:14, I looked at the timeline and it looks like this:


Can anyone tell me what may be going on?  They said they are taking outbound calls, wrapping them up like normal.  It is as if they aren't getting disconnected so that is why they are "sitting" there not receiving another call.  We have enough calls that the phone should never stop presenting calls.

I poked around in the api explorer and looked at the conversation but it didn't tell me much.  I would like to see if I can figure out how big of an impact this was or has been for our agents.  According to what they say, this was impacting everyone today and maybe yesterday.

It is worth noting, we do all of our dialing from within purecloud for salesforce.
#Outbound

Is there something that has changed or a different way to disconnect the callback interaction?  We are using purecloud inside of salesforce.  I don't think our users are changing the way they are hanging up calls.  We can watch them today.  Ideally the call is disconnected, either form the customer or agent, then you choose a wrapup and the call is disconnected.

------------------------------
Jeremy Lee
Mylo LLC
------------------------------

Original Message:
Sent: 01-24-2019 09:29
From: George Ganahl
Subject: Troubleshoot Outbound Campaign Idle Time

That timeline looks like the agent got a Callback interaction, clicked to place the call, disconnected that call, then left the Callback interaction connected for another 12 minutes or so.


------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2019 22:59
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

Yesterday and today our agents were complaining that there is a big gap between phone calls on our two outbound campaigns.  I didn't hear about it until around 4:30 today and when I first looked at interactions for one agent, it showed a 14 minute phone call and he got one right when it was done.  When I clicked on the interaction it showed something a lot different.  The phone call was 2:05 but the duration is 14:14, I looked at the timeline and it looks like this:


Can anyone tell me what may be going on?  They said they are taking outbound calls, wrapping them up like normal.  It is as if they aren't getting disconnected so that is why they are "sitting" there not receiving another call.  We have enough calls that the phone should never stop presenting calls.

I poked around in the api explorer and looked at the conversation but it didn't tell me much.  I would like to see if I can figure out how big of an impact this was or has been for our agents.  According to what they say, this was impacting everyone today and maybe yesterday.

It is worth noting, we do all of our dialing from within purecloud for salesforce.
#Outbound

Those are Dialer-based Callbacks, correct? 

The main thing I see is related to whether the Callbacks are on a Preview campaign or not. In essence, a Callback associated with a Preview campaign disconnects the callback when a Right Party Contact wrap-up code is selected. All other types of campaigns the agent has to manually disconnect the Callback after entering a wrap-up code. I'm speaking specifically about Salesforce client.

More details are on the Resource Center at https://help.mypurecloud.com/articles/respond-to-callback-interactions/

I don't see any indication that anything changed on the PureCloud side. Did you perhaps change the type of campaign (or start using a new campaign that's not Preview mode)? Or maybe the agents are selecting wrap-up codes that are not configured to indicate the right party was contacted?

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-24-2019 09:47
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

Is there something that has changed or a different way to disconnect the callback interaction?  We are using purecloud inside of salesforce.  I don't think our users are changing the way they are hanging up calls.  We can watch them today.  Ideally the call is disconnected, either form the customer or agent, then you choose a wrapup and the call is disconnected.

------------------------------
Jeremy Lee
Mylo LLC

Original Message:
Sent: 01-24-2019 09:29
From: George Ganahl
Subject: Troubleshoot Outbound Campaign Idle Time

That timeline looks like the agent got a Callback interaction, clicked to place the call, disconnected that call, then left the Callback interaction connected for another 12 minutes or so.


------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2019 22:59
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

Yesterday and today our agents were complaining that there is a big gap between phone calls on our two outbound campaigns.  I didn't hear about it until around 4:30 today and when I first looked at interactions for one agent, it showed a 14 minute phone call and he got one right when it was done.  When I clicked on the interaction it showed something a lot different.  The phone call was 2:05 but the duration is 14:14, I looked at the timeline and it looks like this:


Can anyone tell me what may be going on?  They said they are taking outbound calls, wrapping them up like normal.  It is as if they aren't getting disconnected so that is why they are "sitting" there not receiving another call.  We have enough calls that the phone should never stop presenting calls.

I poked around in the api explorer and looked at the conversation but it didn't tell me much.  I would like to see if I can figure out how big of an impact this was or has been for our agents.  According to what they say, this was impacting everyone today and maybe yesterday.

It is worth noting, we do all of our dialing from within purecloud for salesforce.
#Outbound

We don't have wrap-up codes mapped to right party contact.  We are using preview campaigns and to date, agents have been hitting the disconnect button to terminate the call and be ready for the next call.  What seems like is happening is that disconnect isn't really disconnecting all the time.  Almost as if the connection is severed and purecloud never gets/completes the disconnect.

We just turned on right party to see if that helps but that sounds like an efficiency thing.  Hitting disconnect should terminate the call but it appears that is what is having the issue from time to time.

This kind of illustrates how bad this has been the last 2 days.  The idle time for this agent is double to triple the worst days recently.  There should be very little idle time with our volume.

Original Message:
Sent: 01-24-2019 10:35
From: George Ganahl
Subject: Troubleshoot Outbound Campaign Idle Time

Those are Dialer-based Callbacks, correct?

The main thing I see is related to whether the Callbacks are on a Preview campaign or not. In essence, a Callback associated with a Preview campaign disconnects the callback when a Right Party Contact wrap-up code is selected. All other types of campaigns the agent has to manually disconnect the Callback after entering a wrap-up code. I'm speaking specifically about Salesforce client.

More details are on the Resource Center at https://help.mypurecloud.com/articles/respond-to-callback-interactions/

I don't see any indication that anything changed on the PureCloud side. Did you perhaps change the type of campaign (or start using a new campaign that's not Preview mode)? Or maybe the agents are selecting wrap-up codes that are not configured to indicate the right party was contacted?

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-24-2019 09:47
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

Is there something that has changed or a different way to disconnect the callback interaction?  We are using purecloud inside of salesforce.  I don't think our users are changing the way they are hanging up calls.  We can watch them today.  Ideally the call is disconnected, either form the customer or agent, then you choose a wrapup and the call is disconnected.

------------------------------
Jeremy Lee
Mylo LLC

Original Message:
Sent: 01-24-2019 09:29
From: George Ganahl
Subject: Troubleshoot Outbound Campaign Idle Time

That timeline looks like the agent got a Callback interaction, clicked to place the call, disconnected that call, then left the Callback interaction connected for another 12 minutes or so.


------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2019 22:59
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

Yesterday and today our agents were complaining that there is a big gap between phone calls on our two outbound campaigns.  I didn't hear about it until around 4:30 today and when I first looked at interactions for one agent, it showed a 14 minute phone call and he got one right when it was done.  When I clicked on the interaction it showed something a lot different.  The phone call was 2:05 but the duration is 14:14, I looked at the timeline and it looks like this:


Can anyone tell me what may be going on?  They said they are taking outbound calls, wrapping them up like normal.  It is as if they aren't getting disconnected so that is why they are "sitting" there not receiving another call.  We have enough calls that the phone should never stop presenting calls.

I poked around in the api explorer and looked at the conversation but it didn't tell me much.  I would like to see if I can figure out how big of an impact this was or has been for our agents.  According to what they say, this was impacting everyone today and maybe yesterday.

It is worth noting, we do all of our dialing from within purecloud for salesforce.
#Outbound

Sounds like you need a Customer Care case to dig into the logs and see if there is a communication problem between your network and PureCloud. Which could point back to your LAN or ISP. Or, maybe there is something going wrong with the Salesforce client.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-24-2019 14:29
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

We don't have wrap-up codes mapped to right party contact.  We are using preview campaigns and to date, agents have been hitting the disconnect button to terminate the call and be ready for the next call.  What seems like is happening is that disconnect isn't really disconnecting all the time.  Almost as if the connection is severed and purecloud never gets/completes the disconnect.

We just turned on right party to see if that helps but that sounds like an efficiency thing.  Hitting disconnect should terminate the call but it appears that is what is having the issue from time to time.

This kind of illustrates how bad this has been the last 2 days.  The idle time for this agent is double to triple the worst days recently.  There should be very little idle time with our volume.

Original Message:
Sent: 01-24-2019 10:35
From: George Ganahl
Subject: Troubleshoot Outbound Campaign Idle Time

Those are Dialer-based Callbacks, correct?

The main thing I see is related to whether the Callbacks are on a Preview campaign or not. In essence, a Callback associated with a Preview campaign disconnects the callback when a Right Party Contact wrap-up code is selected. All other types of campaigns the agent has to manually disconnect the Callback after entering a wrap-up code. I'm speaking specifically about Salesforce client.

More details are on the Resource Center at https://help.mypurecloud.com/articles/respond-to-callback-interactions/

I don't see any indication that anything changed on the PureCloud side. Did you perhaps change the type of campaign (or start using a new campaign that's not Preview mode)? Or maybe the agents are selecting wrap-up codes that are not configured to indicate the right party was contacted?

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-24-2019 09:47
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

Is there something that has changed or a different way to disconnect the callback interaction?  We are using purecloud inside of salesforce.  I don't think our users are changing the way they are hanging up calls.  We can watch them today.  Ideally the call is disconnected, either form the customer or agent, then you choose a wrapup and the call is disconnected.

------------------------------
Jeremy Lee
Mylo LLC

Original Message:
Sent: 01-24-2019 09:29
From: George Ganahl
Subject: Troubleshoot Outbound Campaign Idle Time

That timeline looks like the agent got a Callback interaction, clicked to place the call, disconnected that call, then left the Callback interaction connected for another 12 minutes or so.


------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2019 22:59
From: Jeremy Lee
Subject: Troubleshoot Outbound Campaign Idle Time

Yesterday and today our agents were complaining that there is a big gap between phone calls on our two outbound campaigns.  I didn't hear about it until around 4:30 today and when I first looked at interactions for one agent, it showed a 14 minute phone call and he got one right when it was done.  When I clicked on the interaction it showed something a lot different.  The phone call was 2:05 but the duration is 14:14, I looked at the timeline and it looks like this:


Can anyone tell me what may be going on?  They said they are taking outbound calls, wrapping them up like normal.  It is as if they aren't getting disconnected so that is why they are "sitting" there not receiving another call.  We have enough calls that the phone should never stop presenting calls.

I poked around in the api explorer and looked at the conversation but it didn't tell me much.  I would like to see if I can figure out how big of an impact this was or has been for our agents.  According to what they say, this was impacting everyone today and maybe yesterday.

It is worth noting, we do all of our dialing from within purecloud for salesforce.
#Outbound