Hi
Here's a thought, How about triggering a workflow, using process automation triggers like below, that uses the Patch Presence API via Data Action to set a user's presence to "On Queue"
v2.detail.events.conversation.id.user.start
v2.detail.events.conversation.id.user.end
you can configure the trigger to match the certain criteria like direction "Outbound", Queue ID used for outbound call etc. to ensure it does not trigger for every call. Also in the workflow you can add some logic i.e. check current status before setting the status to On-Queue.
Cheers
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Muhammad Zubair Awan
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Original Message:
Sent: 11-30-2022 12:24
From: Mo Ford
Subject: Manual Outbound Calls and Adherence
Hello,
We have a process where agents place manual outbound calls to customers that is as follows:
- Agent changes their presence to "Available - Outbound Contact"
- Agent places call on behalf of a queue to customer
- Once the call connects, the agent switches their presence back to "On-Queue"
- Agent handles call
The issue we're running into is there are occasions where an agent forgets to change their state back to "On-Queue", resulting in a hit to their adherence for that outbound call. Has anyone come up with a better approach to handling outbound calls than this? Ideally, agents would be able to place an outbound call while still on-queue without risk of impacting their adherence or having another call be assigned before they get to place the dial.
Thanks,
Mo
#Outbound
#Reporting/Analytics
#Unsure/Other
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Mo Ford
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