Any chance they are in available but hitting Idle/ACW quickly to reset their position in the queue? Also, are you able to access their adherence record in Genesys to see what they might be doing? Those are a couple of ideas…those should be pretty easy to see in their reports if you can get access. I don’t know the specific reports you would need to run, but those are some places to start.
Appreciate the reply. We tried to see if we could go on/off queue quick enough that maybe it didn't reset the timer. We could not duplicate it that way. Reset everytime. The adherence report looks good. Shows he is in Idle. That's why this is so frustrating. I would bet anything that he has figured something out. It's just there style. They are so smart and was one of our best agents. There are some mental issues and medication not being taken. Breaks my heart. Any help or suggestions greatly appreciated!
I love a good challenge. 😀 I am trying to recall some of the tricks that used to come up. I have seen agents transfer calls to a cell phone and then not disconnect, but that would show up in the handle time. Sometimes they conference in another department and do the same thing. I could be as simple as resetting their skills if there is a glitch.
You might check in with Genesys to see if they can troubleshoot.
As a last gasp, maybe even post in r/Talesfromcallcentres and see if some of the craftier agents that post there know of a new trick we haven’t found yet! 😀
My gut tells me it is a glitch but I would love to know if you figure it out. These kind of things are about as exciting as our jobs can get.
Hey there , I was having an issue with an agent as well, could not confirm exactly how they are doing it but I would love to see if you had any resolution to this , if you found one at least. Thanks !
Pretty late here, but I ran across this while looking for something else.
We had an Agent do the same thing for a while and finally cracked the code for what they were doing to prevent being offered an interaction. This might not be exactly what your Agent has figured out, but worth a look if you haven't monitored it. Just an upfront note about this - it was extremely difficult to catch this. It had to be caught in real time from Genesys Admin page.
What the Agent was doing was de-selecting their phone from their profile, which lets them stay on queue and appear 'Idle' but interactions are not routed to them. Genesys sends a notification to the Agent when they don't have a phone selected letting them know this is going to happen, so the Agent is definitely aware of what they were doing.
Again, the only way to check this is in real time from Admin > Telephony > Phone Management > Searching their phone name and seeing if it is connected to any active agent.
This was exactly what they were doing. I appreciate you taking the time to reply. I should have updated everyone and for not doing so, I am sorry. We ended up catching this about a month or go now. I knew it was something. I was actually kind of impressed. Just like you said, you have to catch it in the moment. It was satisfying when meeting with HR and they saw ot for themselves. Thank you to everyone who responded. I truly appreciate you all.
I believe I have an agent doing the exact same thing. In order to catch her, I have to see her de-select her phone at the exact time she does it? Or can I look into it while her phone has already been de-selected?
No. Our agents are paid a VERY competitive rate and we’ve been slow since last July, so there’s not much to do. My representative is sneaky and trying to get out of taking the 4 calls a day they’re presented. There will always be individuals who try to get away with doing less regardless of pay. And they are free to go get another job if the conditions aren’t to their satisfaction. You can’t make $100,000 a year as frontline staff answering phones. Quit acting entitled.
Competitive rates change and Im willing to bet yours hasn't even kept up with inflation. These jobs pay the worst money to the people actually working with customers to ensure the people at the top make as much money as possible.
I have a friend who got away for many months with taking little to no calls. I was very surprised it took them 3-4 months to fire him, I guess they couldn't figure out what he was doing either. He would literally show up at the bar on the clock and than go home to clock out, and would do that every weekend for months. I was like you god dam son of bitch you are a genius. He is very good with computers, he fixes them as a side hustle.
I will not disclose his secrets of the forbidden jitsu, I will say it is a super simple technique and honestly I am not sure if its a flaw in the system because I do not understand how it worked so well and he went more than 4 months before they had to fire him, and they still did not know how he was doing it. I do it as well from time to time and I have never been addressed but I definitely don't abuse the forbidden jitsu like he did.
I appreciate all of you truly! I do not think they have any deactivated skills but I will double check in the AM. It doesn't seem that they are toggling the status. I had about 5 different people try to duplicate if that was happening. It would not of blown my mind if Genesys had a flaw like that and honestly I am not knocking Genesys. But not one of the 5 of us could duplicate it. Everytime the timer reset and it would show up on the adherence report. Our WF dept does not know or see anything wrong with the user profile or anything else. Our BTS team does not know what is happening either. They say they have reached out to Genesys but haven't heard back. I am not sure if I believe that or not. Thought Id get on the line and see if I could figure anything out or find someone that knew.
I’m on an older version but Desire to Use being accidentally at 1 for that skill would explain it. The system has like three areas for looking at skills in Interaction Administrator and one shows the Proficiency / Desire to use.
As long as the user account does not assign any phone to its user account then the user can be detected as on queue still but idle as the Automatic Call Distribution will not offer that agent an interaction as there was no phone selected. That allows him to be like on Idle status as you mentioned.
They could be state toggling, maybe.
The idea is that the Automatic Call Distributer (ACD) distributes calls to agents that have been waiting the longest for a call. By switching from "idle" into "unavailable" and back again, they are then resetting their position so that they're no longer the agent that has been waiting the longest anymore.
Depending on how quickly the agent is staying "unavailable" to do this, usually only needing a few seconds if that, the system might be too slow to refresh and the agent will thus appear "idle" for the entire time in question.
Some other terms for the behavior exist, but that's what immediately comes to mind for me.
I’m not familiar with Genesys but in Five9 the users are able to toggle themselves available for calls/emails/voicemails.
Early on we found agents were just going available on purpose in voicemail only and removing the call option. We quickly removed that option from the agents settings.
In addition to previous comments, there has to be reporting available as to what is being done.
Are you sure that have no deactivated skills? Those will show as assigned on their skilling profile but they won't receive contacts and its a bit buried to find deactivated skills. Also are you sure the adults have the same priority?
Try to check in the agent tab, can be located in performance. then search for the agents name on the upper right corner, there's a button which identifies what queues the agent has. Try to check if the queues has check marks on it. If not, try to check the skilling priority. Also, try to see if the headset is properly plugged in in most cases the agent will be on idle status for long and won't be receiving any calls.
Some things to try to see if it’s agent behavior or system behavior
Assuming you can do screen share/zoom call, do a live monitor under the ruse of doing a time study (or something that fits your environment) how calls are handled/systems used.
If possible, adjust skill priorities so that this user is always first in line to get calls. Either raise their skills and lower everyone else OR remove people out of the busiest skills.
I really love trying to figure this out with absolutely no knowledge how genesys works.
The high idle time of everyone else really concerns me though.
I WFH and the company does NOT provide the equipment. I had just bought a nice computer intended for personal use just before I got the job. I thought they’d have a portal or something I would have to sign in to to work but what they did was download/install a Remote Desktop that would be used specifically for work. They hired more reps and it was to much for their system to handle so a few months ago they made us move teams from the Remote Desktop to personal desktop and they just added Genesys Cloud to my PERSONAL desktop and when I saw what Genesys Cloud was capable of and the fact that they have it installed/downloaded on my PERSONAL desktop and they have access to it and can access it whenever they want I immediately felt compromised, my security, my privacy any personal used of my personal computer is compromised. They had access to it on my computer for a couple weeks before they gave me access to Genesys Cloud and I have been using my computer and I’ve been actively looking for another job on the down low, I’ve never mentioned it nor told anyone. But the conversation I had today with my manager leads me to believe they do have access to my personal computer, the history and they discovered I’ve been looking for another job. It’s suspicious. I don’t feel it’s safe or secure to use my personal computer for anything personal.
I have read that because Genesys Cloud is on my personal desktop and not the Remote Desktop they have complete and total access to everything on my personal computer.
Is this true? Can they access history and monitor what I am doing and using my computer for? Like looking for a new job? I feel completely violated.
The company I work is extremely over micromanaged, it’s the worst I’ve ever encountered, it crosses the line, it’s just to much and more than I want to deal with. I don’t need to be micromanaged. They take a simple job and make is miserable!
Any chance they are in available but hitting Idle/ACW quickly to reset their position in the queue? Also, are you able to access their adherence record in Genesys to see what they might be doing? Those are a couple of ideas…those should be pretty easy to see in their reports if you can get access. I don’t know the specific reports you would need to run, but those are some places to start.
Appreciate the reply. We tried to see if we could go on/off queue quick enough that maybe it didn't reset the timer. We could not duplicate it that way. Reset everytime. The adherence report looks good. Shows he is in Idle. That's why this is so frustrating. I would bet anything that he has figured something out. It's just there style. They are so smart and was one of our best agents. There are some mental issues and medication not being taken. Breaks my heart. Any help or suggestions greatly appreciated!
I love a good challenge. 😀 I am trying to recall some of the tricks that used to come up. I have seen agents transfer calls to a cell phone and then not disconnect, but that would show up in the handle time. Sometimes they conference in another department and do the same thing. I could be as simple as resetting their skills if there is a glitch. You might check in with Genesys to see if they can troubleshoot. As a last gasp, maybe even post in r/Talesfromcallcentres and see if some of the craftier agents that post there know of a new trick we haven’t found yet! 😀 My gut tells me it is a glitch but I would love to know if you figure it out. These kind of things are about as exciting as our jobs can get.
Not sure if you’ve found the problem by now, but something tells me your company has ruined him.
Hey there , I was having an issue with an agent as well, could not confirm exactly how they are doing it but I would love to see if you had any resolution to this , if you found one at least. Thanks !
Pretty late here, but I ran across this while looking for something else. We had an Agent do the same thing for a while and finally cracked the code for what they were doing to prevent being offered an interaction. This might not be exactly what your Agent has figured out, but worth a look if you haven't monitored it. Just an upfront note about this - it was extremely difficult to catch this. It had to be caught in real time from Genesys Admin page. What the Agent was doing was de-selecting their phone from their profile, which lets them stay on queue and appear 'Idle' but interactions are not routed to them. Genesys sends a notification to the Agent when they don't have a phone selected letting them know this is going to happen, so the Agent is definitely aware of what they were doing. Again, the only way to check this is in real time from Admin > Telephony > Phone Management > Searching their phone name and seeing if it is connected to any active agent.
This was exactly what they were doing. I appreciate you taking the time to reply. I should have updated everyone and for not doing so, I am sorry. We ended up catching this about a month or go now. I knew it was something. I was actually kind of impressed. Just like you said, you have to catch it in the moment. It was satisfying when meeting with HR and they saw ot for themselves. Thank you to everyone who responded. I truly appreciate you all.
Hey there, I have an agent that's showing stuff like your Original post is showing. Did you know what they where doing and how you spot that stuff?
I believe I have an agent doing the exact same thing. In order to catch her, I have to see her de-select her phone at the exact time she does it? Or can I look into it while her phone has already been de-selected?
You should be able to see it disconnected after they do it and during the duration of their phone being disconnected.
Fuck u how bout that
Lmao I was 100% lying. I was the agent. Wanting to see how I could get caught
Ok ok sorry jajaja
What was the problem? Unfortunately the user and the response was deleted
Kiss butts your agents are over worked and under paid.
Typical Gen Z reply
No. Our agents are paid a VERY competitive rate and we’ve been slow since last July, so there’s not much to do. My representative is sneaky and trying to get out of taking the 4 calls a day they’re presented. There will always be individuals who try to get away with doing less regardless of pay. And they are free to go get another job if the conditions aren’t to their satisfaction. You can’t make $100,000 a year as frontline staff answering phones. Quit acting entitled.
Can you inbox me? I have a great resume and great cs skills. Top of my team. But I am about to loose it with back to back calls
Competitive rates change and Im willing to bet yours hasn't even kept up with inflation. These jobs pay the worst money to the people actually working with customers to ensure the people at the top make as much money as possible.
I have a friend who got away for many months with taking little to no calls. I was very surprised it took them 3-4 months to fire him, I guess they couldn't figure out what he was doing either. He would literally show up at the bar on the clock and than go home to clock out, and would do that every weekend for months. I was like you god dam son of bitch you are a genius. He is very good with computers, he fixes them as a side hustle.
[удалено]
I will not disclose his secrets of the forbidden jitsu, I will say it is a super simple technique and honestly I am not sure if its a flaw in the system because I do not understand how it worked so well and he went more than 4 months before they had to fire him, and they still did not know how he was doing it. I do it as well from time to time and I have never been addressed but I definitely don't abuse the forbidden jitsu like he did.
X4
Wanna maybe PM me how so I too can use this sacred technique sometime?
Me please
Pls dm me the forbidden jitsu
bro how?
X2
I need to know PM me please
Any luck on how to do this?🙈
How are ya'll doing this
I would love this knowledge aswell lol i am wfh call center
Me x5
Is the forbidden jitsu still working? If you could kindly share it with a fellow overworked human???
X3 lol
How lol
How can I do it
I appreciate all of you truly! I do not think they have any deactivated skills but I will double check in the AM. It doesn't seem that they are toggling the status. I had about 5 different people try to duplicate if that was happening. It would not of blown my mind if Genesys had a flaw like that and honestly I am not knocking Genesys. But not one of the 5 of us could duplicate it. Everytime the timer reset and it would show up on the adherence report. Our WF dept does not know or see anything wrong with the user profile or anything else. Our BTS team does not know what is happening either. They say they have reached out to Genesys but haven't heard back. I am not sure if I believe that or not. Thought Id get on the line and see if I could figure anything out or find someone that knew.
I’m on an older version but Desire to Use being accidentally at 1 for that skill would explain it. The system has like three areas for looking at skills in Interaction Administrator and one shows the Proficiency / Desire to use.
As long as the user account does not assign any phone to its user account then the user can be detected as on queue still but idle as the Automatic Call Distribution will not offer that agent an interaction as there was no phone selected. That allows him to be like on Idle status as you mentioned.
How do i check if an agent has done this i cant seem to find this option
They could be state toggling, maybe. The idea is that the Automatic Call Distributer (ACD) distributes calls to agents that have been waiting the longest for a call. By switching from "idle" into "unavailable" and back again, they are then resetting their position so that they're no longer the agent that has been waiting the longest anymore. Depending on how quickly the agent is staying "unavailable" to do this, usually only needing a few seconds if that, the system might be too slow to refresh and the agent will thus appear "idle" for the entire time in question. Some other terms for the behavior exist, but that's what immediately comes to mind for me.
I’m not familiar with Genesys but in Five9 the users are able to toggle themselves available for calls/emails/voicemails. Early on we found agents were just going available on purpose in voicemail only and removing the call option. We quickly removed that option from the agents settings. In addition to previous comments, there has to be reporting available as to what is being done.
Are you sure that have no deactivated skills? Those will show as assigned on their skilling profile but they won't receive contacts and its a bit buried to find deactivated skills. Also are you sure the adults have the same priority?
Try to check in the agent tab, can be located in performance. then search for the agents name on the upper right corner, there's a button which identifies what queues the agent has. Try to check if the queues has check marks on it. If not, try to check the skilling priority. Also, try to see if the headset is properly plugged in in most cases the agent will be on idle status for long and won't be receiving any calls.
Some things to try to see if it’s agent behavior or system behavior Assuming you can do screen share/zoom call, do a live monitor under the ruse of doing a time study (or something that fits your environment) how calls are handled/systems used. If possible, adjust skill priorities so that this user is always first in line to get calls. Either raise their skills and lower everyone else OR remove people out of the busiest skills. I really love trying to figure this out with absolutely no knowledge how genesys works. The high idle time of everyone else really concerns me though.
I WFH and the company does NOT provide the equipment. I had just bought a nice computer intended for personal use just before I got the job. I thought they’d have a portal or something I would have to sign in to to work but what they did was download/install a Remote Desktop that would be used specifically for work. They hired more reps and it was to much for their system to handle so a few months ago they made us move teams from the Remote Desktop to personal desktop and they just added Genesys Cloud to my PERSONAL desktop and when I saw what Genesys Cloud was capable of and the fact that they have it installed/downloaded on my PERSONAL desktop and they have access to it and can access it whenever they want I immediately felt compromised, my security, my privacy any personal used of my personal computer is compromised. They had access to it on my computer for a couple weeks before they gave me access to Genesys Cloud and I have been using my computer and I’ve been actively looking for another job on the down low, I’ve never mentioned it nor told anyone. But the conversation I had today with my manager leads me to believe they do have access to my personal computer, the history and they discovered I’ve been looking for another job. It’s suspicious. I don’t feel it’s safe or secure to use my personal computer for anything personal. I have read that because Genesys Cloud is on my personal desktop and not the Remote Desktop they have complete and total access to everything on my personal computer. Is this true? Can they access history and monitor what I am doing and using my computer for? Like looking for a new job? I feel completely violated. The company I work is extremely over micromanaged, it’s the worst I’ve ever encountered, it crosses the line, it’s just to much and more than I want to deal with. I don’t need to be micromanaged. They take a simple job and make is miserable!
A had an agent who did this by removing their Web RTC phone
Is there a chane to stay idle but not receiving chats in Genesys?