FAQs: Contact center managers

To prevent an agent from remaining on queue if they deselect their phone, remove the Telephony > Station > Disassociate Self permission from the agent. Similarly, if you remove the permission, an agent cannot go on queue without a selected phone.

In Genesys Cloud, abandon is the number of interactions where a customer disconnects in an ACD queue before connecting with an agent. For example, the customer hangs up before an agent answers, or the system disconnects the interaction. You can see the number and percentage of abandons on different views and reports.

Abandons do not include flow-outs, which are interactions that enter and leave a queue without getting answered by an agent and without getting disconnected. Flow-outs can include transfers to voicemail, callbacks, and any system-driven events such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit out of the queue and return to the IVR. 

The abandon rate does include short abandons. To see more information about the length of abandons, including short abandons, by queue, use the Abandon Intervals Metrics view. 

The Interactions view and Campaign Interactions Detail view may show different data for the same interactions due to the way each view represents data. For example, the Interactions view shows data for the entire interaction on a single row, while the Campaign Interactions Detail view shows data for each segment of the interaction on different rows. 

The following examples would cause an interaction to have an inbound/outbound direction on reports and views. This list does not contain every possible scenario.

• A call into a queue (inbound) with a completed callback (outbound)
• An email interaction sent on behalf of a queue (outbound) that the customer responds to (inbound)
• An outbound message sent (outbound) that the customer responds to (inbound)

Answered and Handle metrics measure two different actions during an interaction.

• Answered counts how many times an agent accepted an ACD routed conversation that was waiting in the queue.
• Handle counts how many interactions an agent took part in where they spent time contacting, dialing, talking, placing holds, or engaging in after call work.

For example:

Scenario 1: Transferred to Agent
Agent A is the first to accept an incoming call. Agent A talks to the customer and transfers the call to Agent B, who also talks to the customer and completes the interaction.
For this interaction: Agent A has one Answered, and one Handle. Agent B has zero Answered, and one Handle.

Scenario 2: Transferred to Queue
Agent A is the first to accept an incoming call inbound from Queue A. Agent A talks to the customer and transfers the call to Queue B. Agent B receives the ACD routed call from Queue B who also talks to the customer and completes the interaction.
For this interaction: Agent A has one Answered, and one Handle. Agent B has one Answered, and one Handle.

Answered and Handle also differ when Genesys Cloud counts them.

• Answered counts the interval when the agent answered the interaction.
• Handle counts in the interval when all segments for the agent’s handle time (contacting, dialing, talking, hold, and ACW) have been completed. Typically, this occurs when wrap up is submitted.

For example, an agent answers a call at 10:25 AM and ends the call at 10:45 AM. The answered metric for the agent and interaction would count in the 10:00 AM interval. The handle metric would count in the 10:30 interval.

Whether agents are active, inactive, or deleted does not impact metrics in views based on queue metrics. The Interactions view, Queue Performance Summary view, and Queue Performance Detail view allow you to filter by specific active and inactive users.

For more information about inactive and deleted agents and users, see Add people one at a time and Remove someone from your organization.

Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins:

• The same account logs in to web app on multiple tabs or browsers.
• The same account logs in to the desktop app and in the web app.
• The same account logs in on different computers at the same time.
• The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time.
  Note: If configured correctly, agents can use the Genesys Cloud desktop or browser client as the primary client while still using the embedded client concurrently. For more information, see Disable WebRTC audio and alerting notifications.

Multiple concurrent logins can cause these and other problems:

• Unsuccessful phone interactions
• Missed notifications
• Unrefreshed views
• Unreliably updated statistics in dashboards
• Other inconsistent behavior

Issues arise partly because each client has a limited number of notification channels for these events. More than one concurrent login can cause a notification channel to close. For more information about notification channels, see Use the notification service in the Developer Center.

Because you may not see these issues, Genesys Cloud notifies you if you lose your connection. If you see this notification, close any other instances of Genesys Cloud and refresh the app.

Anyone with the appropriate permissions can see evaluations, so it depends on what permissions your managers have. To see evaluations, you need the Quality > Evaluation > View permission.

If your managers have the Genesys Cloud supervisor role with default permissions, they can view evaluations through the Agents Evaluation Summary or Agents Evaluation Detail views. 

To see those views, users need the following permissions:

• UI > Supervisor Agent Details > View
• Directory > User > View
• Quality > Evaluation > View

By default, the Genesys Cloud Supervisor role includes the first two permissions. You can either add the last permission to the Genesys Cloud Supervisor role or create a new role with that permission and add all of your managers to that role. For more information, see Quality management roles and permissions.

In Performance > Interactions, Genesys Cloud Supervisors can see that an agent or business user flagged a call as problematic. Flagged is one of several columns that Genesys Cloud supervisors can add to that view. In this view you can see which calls a user flagged as problematic, but any further details are only available to Genesys Cloud engineers.

The lock icon next to an activity indicates that the activity is marked “Not relative to shift start.” The activity is not dependent upon the shift’s start time. For more information, see Set up shift activities.

Flow-outs and Genesys Cloud’s method of tracking metric statistics could cause the Offered metric not to equal the Answered plus Abandoned metrics.

Offered interactions are either answered, abandoned, or flow-out interactions. Flow-outs are interactions that enter and leave a queue without getting answered by an agent or being disconnected. They can include transfers to voicemail, callbacks, and any system-driven events, such as in-queue flows that transfer to another queue or external party after a certain amount of time. Flow-outs can also occur if the caller opts to exit the queue and return to the IVR. Offered interactions are either answered, abandoned, or flow-out interactions.

Genesys Cloud tracks metric statistics in 30-minute intervals. An interaction could span multiple intervals. If an interaction enters a queue in one interval but is not answered or abandoned until the next interval, then Genesys Cloud counts the interaction as Offered in one interval and as Answered or Abandoned in the next interval. For example, a call comes in to a queue at 7:28 and an agent answers the call at 7:32. Genesys Cloud adds the call to the Offered metric for the 7:00-7:30 interval but adds the agent’s answer to the Answered metric for the 7:30-8:00 interval.

Genesys Cloud developer tools are documented in the Genesys Cloud Developer Center. This site is for developers, partners, and anyone interested in interfacing directly to Genesys Cloud from their favorite language.

The Platform API has information on how to set up and use dialer resources, such as campaigns and contact lists, including tutorials about:

• Inserting records into a dialer call list and starting the campaign.
• Creating a campaign that can be run to place outbound calls.
• Creating a contact list for use with outbound dialing campaigns.
• Uploading contacts to an existing outbound dialing contact list.

The Developer Center is updated frequently, so check back often.

Contact center agents and supervisors need extra roles assigned to them so they can see the features they need to complete their work.

• Agents need the User role in addition to the Genesys Cloud User role.
• Contact center supervisors need the Supervisor role in addition to the Genesys Cloud Supervisor role. 

Script editor offers two types of templates:

• Script templates are entire scripts that have been packaged for reuse. When you create a new script, you may select a script template. See Templates page.
• Component templates contain one or more visual components (text boxes, images, buttons, and so on) that you can insert into a script page. See Insert components from a template.

This message indicates that a back-end service is at capacity, meaning that a resource was too busy to complete a request made by the dialer service or contact-list service. Genesys Cloud is designed to automatically deploy additional resources when needed. Since this condition is temporary, subsequent requests are likely to succeed.

Wait a few seconds. Then retry the URL from the address bar or click the refresh button in your browser.

Call recording requires that Line Recording is enabled on the SIP trunk by a telephony admin. Complete the Enable recording on the trunk procedure. 

Members of an organization must have permission to create groups. For admins, see Create groups (admins). For non-admins, see Create groups (non-admins).

Only group owners can add or remove members from an official group. For more information, see Join or leave a group.