Thank you Paul, at this time the work is pulled by each associate. This business unit was moved onto Genesys with MVP capabilities, there is a ton of opportunities here!
Thank you both, this gives me some options to think about.
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Cressida Gioiella
Massachusetts Mutual Life Insurance Company
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Original Message:
Sent: 05-21-2024 17:33
From: Paul Simpson
Subject: Pre Call Work
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
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
Original Message:
Sent: 05-17-2024 12:15
From: Cressida Gioiella
Subject: Pre Call Work
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?
#Telephony
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Cressida Gioiella
Massachusetts Mutual Life Insurance Company
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