Happy Friday All,

I am looking for assistance with pre-work handle times.  Does anyone have a similar set up?  The area is an outbound call center which places the call via Genesys and uses the after call work functionality which is capturing the all the data for the call, talk, hold, acw etc. (They do not use wfm)

Prior to making the outbound call the agent has to gather information prior to calling the company.  Is there a way to capture this work effort and also report on it.  We would want to be able to see the amount of time spent per agent for the pre-work. 

I poked around in Genesys to see if there as any way to indicate to the system that I am "starting" to work on "something", searched articles and the community.  I found this https://help.mypurecloud.com/articles/pre-call-rules/ We could create a rule to say don't call until after x is completed?  But will this then show up in reporting?  

Hi,

At the campaign level, you can use the dialing mode as 'Preview' and utilize the Preview timer functionality to setup a defined pre call work duration. There's also an option to disable agent side skipping. 

For the metrics you'll have to use a combination of few KPIs in the interaction view. Callback Time to First Dial - (Total Alert + Total Contacting), will roughly gives you the total preview/pre call time took by an agent. I'll let others comment if there's any direct KPI field available for this.

Thanks and Regards,

Happy Friday All,

I am looking for assistance with pre-work handle times.  Does anyone have a similar set up?  The area is an outbound call center which places the call via Genesys and uses the after call work functionality which is capturing the all the data for the call, talk, hold, acw etc. (They do not use wfm)

Prior to making the outbound call the agent has to gather information prior to calling the company.  Is there a way to capture this work effort and also report on it.  We would want to be able to see the amount of time spent per agent for the pre-work. 

I poked around in Genesys to see if there as any way to indicate to the system that I am "starting" to work on "something", searched articles and the community.  I found this https://help.mypurecloud.com/articles/pre-call-rules/ We could create a rule to say don't call until after x is completed?  But will this then show up in reporting?  

Happy Friday All,

I am looking for assistance with pre-work handle times.  Does anyone have a similar set up?  The area is an outbound call center which places the call via Genesys and uses the after call work functionality which is capturing the all the data for the call, talk, hold, acw etc. (They do not use wfm)

Prior to making the outbound call the agent has to gather information prior to calling the company.  Is there a way to capture this work effort and also report on it.  We would want to be able to see the amount of time spent per agent for the pre-work. 

I poked around in Genesys to see if there as any way to indicate to the system that I am "starting" to work on "something", searched articles and the community.  I found this https://help.mypurecloud.com/articles/pre-call-rules/ We could create a rule to say don't call until after x is completed?  But will this then show up in reporting?  

How is the work being distributed at the moment? If you don't want to use an outbound campaign, you could put the interactions as Callbacks into a queue. You would then be able to see the different parts of the callback (pre-call, Interaction, ACW etc.) If the agents manually grabbed the callbacks out of the Queue, then you wouldn't get any automatic distribution.

But this isn't what most folks actually want, since the "unpopular" calls never get made!

HTH

Happy Friday All,

I am looking for assistance with pre-work handle times.  Does anyone have a similar set up?  The area is an outbound call center which places the call via Genesys and uses the after call work functionality which is capturing the all the data for the call, talk, hold, acw etc. (They do not use wfm)

Prior to making the outbound call the agent has to gather information prior to calling the company.  Is there a way to capture this work effort and also report on it.  We would want to be able to see the amount of time spent per agent for the pre-work. 

I poked around in Genesys to see if there as any way to indicate to the system that I am "starting" to work on "something", searched articles and the community.  I found this https://help.mypurecloud.com/articles/pre-call-rules/ We could create a rule to say don't call until after x is completed?  But will this then show up in reporting?