Genesys CTI User Forum > Genesys-related Development
media type auto answer
cavagnaro:
Remember rescheduled records have in theory a window to be called to. If agent does accept while on another call which you don't know the length it will have, you may lose a contact. Also, those records have a life span, which expire after a while. Then you control them by treatment. Imagine an agent with 3 records on his screen...what would happen then?
daniel_san:
[quote author=cavagnaro link=topic=8870.msg39549#msg39549 date=1432642193]
Remember rescheduled records have in theory a window to be called to. If agent does accept while on another call which you don't know the length it will have, you may lose a contact. [b]Also, those records have a life span, which expire after a while. Then you control them by treatment. Imagine an agent with 3 records on his screen...what would happen then?[/b]
[/quote]
Yes, we are controlling this time to accept the interaction.
The problem is the Agent can have a big number of reschedule for the same time. Once this time comes, the rescheduled records will appear on toasters.... If you have 15 rescheduled records, the agent have to press the button 15 times. And the time of pressing 15 times this button itīs time lost for Business...
[quote author=cavagnaro link=topic=8870.msg39549#msg39549 date=1432642193]
[b]Imagine an agent with 3 records on his screen...what would happen then?[/b]
[/quote]
The same if i have accepted the previous15 rescheduled interactions of the example, i suppose.
Any idea?
Thank you very much for your time.
cavagnaro:
And he handles those 15? O.o is that humanly possible? What about next ones? Is this a worst scenario or a standard one? Personal or Group reschedules?
daniel_san:
[quote author=cavagnaro link=topic=8870.msg39555#msg39555 date=1432647919]
And he handles those 15? O.o is that humanly possible? What about next ones? Is this a worst scenario or a standard one? Personal or Group reschedules?
[/quote]
Personal reschedules. Itīs something usual...
I think that itīs not bad. The agent have some interactions for a lot of time....
Kubig:
It is not logical to use "auto-answer" function for pull preview campaigns, where the interactions has to be dialed from an agent. So, it cannot be answered before is dialed :) The only way, how to achieve your goals, is through the custom module within IWS/WDE.
BTW: I am using IWS/WDE and have not encountered the toaster with accept/reject for pull preview campaigns (should by caused by configuration, but I have all allowed).
Navigation
[0] Message Index
[#] Next page
[*] Previous page
Go to full version