Allowing Agent to feedback his "ready state" back to Predicitive algorithm

[Gremlin]

Hi,

I've a customer who is currently using an Aspect dialler (which we are replacing with Genesys OCS). The Aspect dialler has a unique feature which I just cannot seem to find a workaround / altenative with Geness OCS. Any advise is appreciated.


Customer wants the dialler to provide alert to agents (on GAD) before launching the next call in a predictive dialling mode. The agents alerted are those who have passed a predetermined call handling time and are predicted to be ready for call soon.

Upon getting the alert, (currently an amber blanking icon with their current Aspect dialler), agent or agents can choose to feedback to system for longer handling time (talk time or ACW time) on their SoftTBar/GAD. Upon getting the agent feedback for extension, the system re-caculate the expected agent to-be-ready time and determine the new time to launch the call. The system may proceed to launch the call as has planned and delay the luanch till later.

Is there any options we can take or SDK events or methods we can use to do the above, i.e. allowing a agent to send an event feedback to the dialler that he will be taking longer than expected to complete his current call - and thus allow the predictive algorithm to re-calculate and forcast the new time to launch a call?

thanks!

[cavagnaro]

What I would do is the following:
According to the CC rules agents may have lets say 60 seconds of wrapup, so once they reach that status after the call is gone, a timer will show 60, 59, 58, and so on so agent knows how many time left he has, if he sees that the time left will not be enough for his ACW work then he will choose to put himself in a Not Ready state with a special Reason Code, which you can even control further and get stats about it...
Just my penny