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Bob Shappell

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RE: Best Practices to Handle Agents in "Not Responding" Status

Posted By Bob Shappell 03-29-2022 10:11
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Chris, How about a simple alert that can be sent to Supervisors letting them know they have agents "not responding"? ------------------------------ Thanks! Bob Shappell Avtex Solutions, LLC ------------------------------

RE: Coming Soon: New Analytics Workspace

Posted By Bob Shappell 03-23-2022 12:25
Found In Egroup: Genesys Cloud - Main \ view thread
Oops - nevermind - just found it... ------------------------------ Thanks! Bob Shappell Avtex Solutions, LLC ------------------------------

RE: Coming Soon: New Analytics Workspace

Posted By Bob Shappell 03-23-2022 12:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Drew, Where can I find that search box for saved views in Workspaces? ------------------------------ Thanks! Bob Shappell Avtex Solutions, LLC ------------------------------

RE: Callback functionality -- holding position in queue. Not so sure....

Posted By Bob Shappell 03-21-2022 09:20
Found In Egroup: Genesys Cloud - Main \ view thread
This is correct. Callbacks maintain (inherit?) all properties of the original call. ACD Voicemail, although "wrapped" in a callback object, resets all properties and enters the queue as a new object. Dan, please ensure the object you are referring to is indeed a simple Callback (with no voice recording ...

Speech/Voice Analytics User Group(s)

Posted By Bob Shappell 02-04-2022 16:55
Found In Egroup: Genesys Cloud - Main \ view thread
Are there any active User Groups focusing on voice and speech analytics? Our customer would love to discuss best practice suggestions with any customers (or Product SME's) regarding any takeaways from deploying the Genesys Voice Analytics Platform. #Reporting/Analytics #Telephony ------------ ...

RE: Percentage routing

Posted By Bob Shappell 01-21-2022 10:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Yolanda, We are using a table to determine the percentage of calls to send to the third party and the third party number to send it to. This lookup is by a Participant Data variable called Call Type- We then use a random number generator to generate a number between 00 and 99. Then it simply follows ...

RE: How to create the "Performance views" with predefined filters that will be available for other users

Posted By Bob Shappell 11-03-2021 11:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Yvgeni, If using the browser client, you could always copy the url on the page you created and send it to your Supervisors. As long as they have sufficient permissions, it should load a similar page they can then "Save". ------------------------------ Thanks! Bob Shappell Avtex Solutions, ...

RE: Looking for someone in the guide using location tab

Posted By Bob Shappell 10-11-2021 09:39
Found In Egroup: Genesys Cloud - Main \ view thread
I think the locations Tab is just that - a tab listing your locations in your org. I do not think it is used to find individual users. ------------------------------ Thanks! Bob Shappell Avtex Solutions, LLC ------------------------------

RE: Query regarding the reporting capabilities of Bullseye routing

Posted By Bob Shappell 09-21-2021 09:46
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Cameron, this is an excellent explanation of routing options. It's definitely going into the ACD Training folder! Thanks again! Bob Bob Shappell Business Applications Consultant | Avtex e. BShappell@avtex.com c. 317-258-0949 d. 713-554-9054 Subscribe to Avtex ...

RE: Query regarding the reporting capabilities of Bullseye routing

Posted By Bob Shappell 09-14-2021 16:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Chris! That is terrific. Our largest customers love Bullseye routing. Any idea if/when Genesys will be supporting WFM with Bullseye or Preferred Agent Routing? ------------------------------ Bob Shappell Avtex Solutions, LLC ------------------------------

RE: When is Mandatory *NOT* Mandatory?

Posted By Bob Shappell 08-24-2021 09:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Chris, I also noticed that if an Agent does select a wrap-up but neglects to press Done in time, it still reverts to the default ININ-WRAP-UP-TIMEOUT. Any way to get the system to lock their wrap-up selection in (which can be done during the call) so if a wrap-up has been selected, it uses that ...

RE: Two quick questions

Posted By Bob Shappell 11-10-2020 09:49
Found In Egroup: Genesys Cloud - Main \ view thread
Well, since I have yet to get a response, may I assume the answers to both of these questions is no? ------------------------------ Bob Shappell Avtex Solutions, LLC ------------------------------

Two quick questions

Posted By Bob Shappell 10-30-2020 09:28
Found In Egroup: Genesys Cloud - Main \ view thread
Is there any way to mask part of a recording to agents when multiple agents are involved in the interaction? Example – a call goes to agent 1. He handles his part of it and transfers to Agent 2 for further work. A quality eval is done for agent 2 on that interaction. Upon release of the evaluation, I ...

Desktop Client Status Change upon Workstation lock

Posted By Bob Shappell 07-01-2020 12:48
Found In Egroup: Genesys Cloud - Main \ view thread
Is there any way to prevent the Genesys Cloud desktop client from changing the user's status when their workstation locks? #Unsure/Other ------------------------------ Bob Shappell Avtex Solutions, LLC ------------------------------

RE: Does an agent get notification if they're being monitored on non-ACD?

Posted By Bob Shappell 05-29-2020 15:04
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Chris - this is great news. We have quite a few customers that in the past relied on whisper coaching but since moving to Genesys Cloud have had to use work-arounds. ------------------------------ Bob Shappell Avtex Solutions, LLC ------------------------------

RE: Change status when Computer is locked

Posted By Bob Shappell 05-05-2020 11:19
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Matt, We are seeing this behavior ("changing the agent from Meal to available ruining their stats when PC locks") in a few customers. How did you fix it? ------------------------------ Bob Shappell Avtex Solutions, LLC ------------------------------

RE: Prompt Upload without Republishing Flow

Posted By Bob Shappell 04-26-2020 12:44
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Brett, How about cloning the original flow, change the opening prompt to reflect the outage, then use that cloned flow as an emergency flow, only activated during outages? ------------------------------ Bob Shappell Avtex Solutions, LLC ------------------------------

RE: Group Reports

Posted By Bob Shappell 11-22-2019 16:10
Found In Egroup: Genesys Cloud - Main \ view thread
Barb and George, I certainly appreciate all that you've done on this. Any chance there's dev work being done in Performance views to be able to display Group metrics? I can't imagine this customer is the first to ask about it... ------------------------------ Bob Shappell Avtex Solutions, LLC ...

RE: Group Reports

Posted By Bob Shappell 11-20-2019 10:16
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Darlene. I mentioned using flow outcomes, but that still doesn't tell us how many were actually answered and how many went to VoiceMail. ------------------------------ Bob Shappell Avtex Solutions, LLC ------------------------------

Group Reports

Posted By Bob Shappell 11-20-2019 09:44
Found In Egroup: Genesys Cloud - Main \ view thread
Just received this from a customer: Is it possible to get a report of the number of calls sent to a group from an IVR selection and of those calls how many were answered and how many were sent to voicemail? I am not aware of such a metric, but thought I should ask... Thanks! #Reporting/Analytics ...