Genesys Cloud - Main

We have started having an issue where our agents are sitting on the callback prior to making the call as well as after making the call for the callback. I've looked and can't seem to find anything in the community where people are having issues with this and was wondering how everyone is handling this issue.

I also can't seem to find anything to report the time where the agents are doing this.

In the example below, I have an agent that took the callback. They made the callback within 1 minute, but held it for several minutes after they had made the callback. 


There has to be a "metric" that logs the time where they are on the callback but just sitting, not actually making a call back to the customer. Any ideas?
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

Hey Jonathan,

You are probably looking for this. Genesys AppFoundry - Automatic Callback (mypurecloud.com)

It is a paid feature from Genesys.

------------------------------
Thanks,
Jag Vedakumar
Deloitte
https://www.deloitte.com/about/
------------------------------

Original Message:
Sent: 04-11-2022 19:14
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

We have started having an issue where our agents are sitting on the callback prior to making the call as well as after making the call for the callback. I've looked and can't seem to find anything in the community where people are having issues with this and was wondering how everyone is handling this issue.

I also can't seem to find anything to report the time where the agents are doing this.

In the example below, I have an agent that took the callback. They made the callback within 1 minute, but held it for several minutes after they had made the callback.


There has to be a "metric" that logs the time where they are on the callback but just sitting, not actually making a call back to the customer. Any ideas?
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

Yeah definitely as far as automating it goes. That would work. Is there an easy way to tell from "Queues Activity" when an agent is just sitting on a callback? Or even better a metric that would lay out which agents are sitting on callbacks w/o making the calls.

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

Original Message:
Sent: 04-12-2022 05:01
From: Jag Vedakumar
Subject: Best practices for handling inbound callbacks (not agent created)

Hey Jonathan,

You are probably looking for this. Genesys AppFoundry - Automatic Callback (mypurecloud.com)

It is a paid feature from Genesys.

------------------------------
Thanks,
Jag Vedakumar
Deloitte
https://www.deloitte.com/about/

Original Message:
Sent: 04-11-2022 19:14
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

We have started having an issue where our agents are sitting on the callback prior to making the call as well as after making the call for the callback. I've looked and can't seem to find anything in the community where people are having issues with this and was wondering how everyone is handling this issue.

I also can't seem to find anything to report the time where the agents are doing this.

In the example below, I have an agent that took the callback. They made the callback within 1 minute, but held it for several minutes after they had made the callback.


There has to be a "metric" that logs the time where they are on the callback but just sitting, not actually making a call back to the customer. Any ideas?
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

We have run into this same issue. Unfortunately, there isn't an easy way to tell from a reporting at-a-glance standpoint which agents are doing this without manually looking at the handle time and seeing which ones seem excessively long.
It does appear that the automating of this feature should be in place soon based on this post from the Genesys ideas site. That would at least resolve the problem in preventing the agents from doing this...

https://genesyscloud.ideas.aha.io/ideas/INB-I-1330


------------------------------
Charles Skowron
------------------------------

Original Message:
Sent: 04-12-2022 11:37
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

Yeah definitely as far as automating it goes. That would work. Is there an easy way to tell from "Queues Activity" when an agent is just sitting on a callback? Or even better a metric that would lay out which agents are sitting on callbacks w/o making the calls.

------------------------------
Jonathan L
Outdoor Network LLC

Original Message:
Sent: 04-12-2022 05:01
From: Jag Vedakumar
Subject: Best practices for handling inbound callbacks (not agent created)

Hey Jonathan,

You are probably looking for this. Genesys AppFoundry - Automatic Callback (mypurecloud.com)

It is a paid feature from Genesys.

------------------------------
Thanks,
Jag Vedakumar
Deloitte
https://www.deloitte.com/about/

Original Message:
Sent: 04-11-2022 19:14
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

We have started having an issue where our agents are sitting on the callback prior to making the call as well as after making the call for the callback. I've looked and can't seem to find anything in the community where people are having issues with this and was wondering how everyone is handling this issue.

I also can't seem to find anything to report the time where the agents are doing this.

In the example below, I have an agent that took the callback. They made the callback within 1 minute, but held it for several minutes after they had made the callback.


There has to be a "metric" that logs the time where they are on the callback but just sitting, not actually making a call back to the customer. Any ideas?
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

All, we have a beta available that will allow us to more easily segment and report on 'callback' duration.  This beta (which has been available for more than a year) makes it more clear to see 'interacting' duration before and after the call portion of the callback is made.  See the screenshot below.  If you are interested, please reach out to me directly and I'm happy to enable for your org.  We hope to GA these changes later this year after some related After Call Work enhancements are completed.

Please note, this is currently only supported for queues set to 'optional' or 'mandatory, discretionary' for their ACW settings.



------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 04-13-2022 08:25
From: Charles Skowron
Subject: Best practices for handling inbound callbacks (not agent created)

We have run into this same issue. Unfortunately, there isn't an easy way to tell from a reporting at-a-glance standpoint which agents are doing this without manually looking at the handle time and seeing which ones seem excessively long.
It does appear that the automating of this feature should be in place soon based on this post from the Genesys ideas site. That would at least resolve the problem in preventing the agents from doing this...

https://genesyscloud.ideas.aha.io/ideas/INB-I-1330


------------------------------
Charles Skowron

Original Message:
Sent: 04-12-2022 11:37
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

Yeah definitely as far as automating it goes. That would work. Is there an easy way to tell from "Queues Activity" when an agent is just sitting on a callback? Or even better a metric that would lay out which agents are sitting on callbacks w/o making the calls.

------------------------------
Jonathan L
Outdoor Network LLC

Original Message:
Sent: 04-12-2022 05:01
From: Jag Vedakumar
Subject: Best practices for handling inbound callbacks (not agent created)

Hey Jonathan,

You are probably looking for this. Genesys AppFoundry - Automatic Callback (mypurecloud.com)

It is a paid feature from Genesys.

------------------------------
Thanks,
Jag Vedakumar
Deloitte
https://www.deloitte.com/about/

Original Message:
Sent: 04-11-2022 19:14
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

We have started having an issue where our agents are sitting on the callback prior to making the call as well as after making the call for the callback. I've looked and can't seem to find anything in the community where people are having issues with this and was wondering how everyone is handling this issue.

I also can't seem to find anything to report the time where the agents are doing this.

In the example below, I have an agent that took the callback. They made the callback within 1 minute, but held it for several minutes after they had made the callback.


There has to be a "metric" that logs the time where they are on the callback but just sitting, not actually making a call back to the customer. Any ideas?
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

Chris,

I definitely would like to have access to that beta for our org. I've requested you as a contact. Not sure how to get in contact outside of that and a direct message.

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

Original Message:
Sent: 04-14-2022 08:20
From: Chris Bohlin
Subject: Best practices for handling inbound callbacks (not agent created)

All, we have a beta available that will allow us to more easily segment and report on 'callback' duration.  This beta (which has been available for more than a year) makes it more clear to see 'interacting' duration before and after the call portion of the callback is made.  See the screenshot below.  If you are interested, please reach out to me directly and I'm happy to enable for your org.  We hope to GA these changes later this year after some related After Call Work enhancements are completed.

Please note, this is currently only supported for queues set to 'optional' or 'mandatory, discretionary' for their ACW settings.



------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-13-2022 08:25
From: Charles Skowron
Subject: Best practices for handling inbound callbacks (not agent created)

We have run into this same issue. Unfortunately, there isn't an easy way to tell from a reporting at-a-glance standpoint which agents are doing this without manually looking at the handle time and seeing which ones seem excessively long.
It does appear that the automating of this feature should be in place soon based on this post from the Genesys ideas site. That would at least resolve the problem in preventing the agents from doing this...

https://genesyscloud.ideas.aha.io/ideas/INB-I-1330


------------------------------
Charles Skowron

Original Message:
Sent: 04-12-2022 11:37
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

Yeah definitely as far as automating it goes. That would work. Is there an easy way to tell from "Queues Activity" when an agent is just sitting on a callback? Or even better a metric that would lay out which agents are sitting on callbacks w/o making the calls.

------------------------------
Jonathan L
Outdoor Network LLC

Original Message:
Sent: 04-12-2022 05:01
From: Jag Vedakumar
Subject: Best practices for handling inbound callbacks (not agent created)

Hey Jonathan,

You are probably looking for this. Genesys AppFoundry - Automatic Callback (mypurecloud.com)

It is a paid feature from Genesys.

------------------------------
Thanks,
Jag Vedakumar
Deloitte
https://www.deloitte.com/about/

Original Message:
Sent: 04-11-2022 19:14
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

We have started having an issue where our agents are sitting on the callback prior to making the call as well as after making the call for the callback. I've looked and can't seem to find anything in the community where people are having issues with this and was wondering how everyone is handling this issue.

I also can't seem to find anything to report the time where the agents are doing this.

In the example below, I have an agent that took the callback. They made the callback within 1 minute, but held it for several minutes after they had made the callback.


There has to be a "metric" that logs the time where they are on the callback but just sitting, not actually making a call back to the customer. Any ideas?
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

Sorry - had meant to leave my email address in the post:  chris.bohlin@genesys.com.  If you can shoot me your orgID and Region I can get it set up pretty much immediately.

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 04-14-2022 13:40
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

Chris,

I definitely would like to have access to that beta for our org. I've requested you as a contact. Not sure how to get in contact outside of that and a direct message.

------------------------------
Jonathan L
Outdoor Network LLC

Original Message:
Sent: 04-14-2022 08:20
From: Chris Bohlin
Subject: Best practices for handling inbound callbacks (not agent created)

All, we have a beta available that will allow us to more easily segment and report on 'callback' duration.  This beta (which has been available for more than a year) makes it more clear to see 'interacting' duration before and after the call portion of the callback is made.  See the screenshot below.  If you are interested, please reach out to me directly and I'm happy to enable for your org.  We hope to GA these changes later this year after some related After Call Work enhancements are completed.

Please note, this is currently only supported for queues set to 'optional' or 'mandatory, discretionary' for their ACW settings.



------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-13-2022 08:25
From: Charles Skowron
Subject: Best practices for handling inbound callbacks (not agent created)

We have run into this same issue. Unfortunately, there isn't an easy way to tell from a reporting at-a-glance standpoint which agents are doing this without manually looking at the handle time and seeing which ones seem excessively long.
It does appear that the automating of this feature should be in place soon based on this post from the Genesys ideas site. That would at least resolve the problem in preventing the agents from doing this...

https://genesyscloud.ideas.aha.io/ideas/INB-I-1330


------------------------------
Charles Skowron

Original Message:
Sent: 04-12-2022 11:37
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

Yeah definitely as far as automating it goes. That would work. Is there an easy way to tell from "Queues Activity" when an agent is just sitting on a callback? Or even better a metric that would lay out which agents are sitting on callbacks w/o making the calls.

------------------------------
Jonathan L
Outdoor Network LLC

Original Message:
Sent: 04-12-2022 05:01
From: Jag Vedakumar
Subject: Best practices for handling inbound callbacks (not agent created)

Hey Jonathan,

You are probably looking for this. Genesys AppFoundry - Automatic Callback (mypurecloud.com)

It is a paid feature from Genesys.

------------------------------
Thanks,
Jag Vedakumar
Deloitte
https://www.deloitte.com/about/

Original Message:
Sent: 04-11-2022 19:14
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

We have started having an issue where our agents are sitting on the callback prior to making the call as well as after making the call for the callback. I've looked and can't seem to find anything in the community where people are having issues with this and was wondering how everyone is handling this issue.

I also can't seem to find anything to report the time where the agents are doing this.

In the example below, I have an agent that took the callback. They made the callback within 1 minute, but held it for several minutes after they had made the callback.


There has to be a "metric" that logs the time where they are on the callback but just sitting, not actually making a call back to the customer. Any ideas?
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------

Johnathan,

We just moved to Cloud from Pureconnect about 10 days ago. We are definitely seeing the same thing. We are in the process of building our reporting in Tableau and we are going to attempt to create a flag when the Callback duration exceeds the Call duration by X mins. Still working on this haven't determined all the requirements.

------------------------------
Brad Goff
Palo Alto Networks, Inc.
------------------------------

Original Message:
Sent: 04-11-2022 19:14
From: Jonathan L
Subject: Best practices for handling inbound callbacks (not agent created)

We have started having an issue where our agents are sitting on the callback prior to making the call as well as after making the call for the callback. I've looked and can't seem to find anything in the community where people are having issues with this and was wondering how everyone is handling this issue.

I also can't seem to find anything to report the time where the agents are doing this.

In the example below, I have an agent that took the callback. They made the callback within 1 minute, but held it for several minutes after they had made the callback.


There has to be a "metric" that logs the time where they are on the callback but just sitting, not actually making a call back to the customer. Any ideas?
#Reporting/Analytics
#SystemAdministration
#Unsure/Other

------------------------------
Jonathan L
Outdoor Network LLC
------------------------------