Genesys GVP

[NeilM]

We have come across a type of anomoly in a particular stat in Genesys after recently implementing.
We are now capturing a stat 'Abandoned in Ringing' which is basically calls which are abandoned while ringing at the Agent Tel-set.

On certain high volume days we are experiencing an unusually high number of occurences of this event to the extent that we don't believe that this many interactions are being abandoned at this point.

This is not in line with previous trends for abandons for high volume days in our contact centre. The log files are telling us that it is correct but we still have reservations considering we have never experienced an abandon rate so high prior to moving over to Genesys.

Does anyone have any experience with a similar issue or any advice??

[RogerM]

Are you using the genesys interactive router to send connected calls to agents based on various skill levels? We had some delays in how this was set up that caused the abandons to occur betwen the time the called party went off hook and the call was routed through the interactive router to an agent. The problem was worse on heavy volume days.

[NeilM]

Cheers! It didn't actually turn out to be that in the end, what was happening is as follows!:

the CTI interface application we use wasn't sending a request to the switch to answer the call in certain cricumstances!

we have a workaround in place now!

[RogerM]

Thanks for the feedback. Are you doing heavy predictive dialing in a call blended environment? That is taking inbound ACD calls interdspersed with connected predictive calls. If you are I would be interested in your experiences with wait time between OB connected calls vs. dialer hangups as a percent of answered calls. The numbers we see when running Gensys in this environment are not very good.

[NeilM]

Sorry Roger, I can't help you on that score yet! We havn't introduced a predictive dialer as of yet! We are currently in the planning stage for introduction of the Genesys OCS I'll let you know how we get on once installed!

Out of interest, what other elements of the Genesys suite do you use? WFM by any chance??

[RogerM]

We are looking at WFM but have not made any decisons on it yet. Observing the other posts on that subject we are going to move forward very carefully in this area.
We use Enterprise call routing to load balance between 2 call centers for inbound calls.
We also have a pretty extensive routing set up using the Interactive Router to route inbound calls by agent skill levels.

We have not look at any internet communications yet.

[ahmadabbas]

I have calls have reached GVP and are 'parked' there while a routing
strategy loaded on a Virtual Route Point is invoked; caller may be hearing
hold music, etc. Call abandons at this point but GVP doesn't realise
because there's no CTI and the My switch Harris' E1-CAS implementation doesn't provide "positive disconnect". When an agent is available Framework still attempts to deliver the call to an agent, who hears disconnect (like busy) tone when the answer the call.
Is there a way i can get find out to the agethis is a disconnect call and Force Terminate the call. So that it does not agent and mess my reporting.

Rdgs
ahmad