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  • 1.  User status showing Busy before call ends

    Posted 05-24-2022 15:50
    We are using Microsoft office dynamics with custom use of API's for integrated softphone controls. One issue that we are seeing is that in the legacy system (Avaya) an associate could choose AUX or ACW before the call ended. This allowed them to ensure that they did not receive a call immediately following the current interaction and would only count the time from the call disconnect to the time that the agent went back on queue against shrinkage. Occupancy and adherence to schedule would reflect only the time spent in ACW or AUX after the call ended.

    In Purecloud we are seeing the time count as "BUSY" as soon as the agent chooses the non active status even if the call does not actually end until several minutes later. We are told this is not configurable and is working by design. Have others experienced this and if so, how have you addressed this for your business?
    #Integrations
    #Reporting/Analytics
    #Telephony

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    Jessica Kaufman
    Humana Inc.
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  • 2.  RE: User status showing Busy before call ends

    Posted 05-24-2022 23:13
    You might take a look at Interaction Sync as it can do a lot more than the normal Dynamics integration.  Also, Genesys will release soon an Agent Requested ACW that will allow them to choose to have ACW or not and select it ahead of time.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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