When to use:
A brief overview of statuses and going on queue in Genesys.
What statuses do:
- Direct the system whether or not to allow calls or chats (including chats from external websites)
- Help team members know if they can reach out to you
- Help inform staffing by tracking time spent in various tasks
- i.e., Medicare calls take a lot longer than general calls from the time the call comes in to when the after-call work ends, so we know we need to staff up the Medicare queue.
What each status means:
Available:
You are online but will not receive queue calls.
I&A staff should only use this status for logging in/logging out and for making themselves available to receive support from an internal staff member such as a supervisor or CSC.
This will be the primary status of resource coordinators, support staff, supervisors and contact center managers.
Busy:
Use when focusing on the particular tasks below. You will not receive queue calls or extension calls while in this status.
- Coaching: One-on-ones, supervision, etc.
- Outbound Calls: Should always be used when preparing for and making outbound calls to clients, providers, or contacts. This status will prevent incoming calls, so you do not get interrupted.
- Additional ACW: Should only be used when returning from another activity, such as a meeting or break, that stops you from being On Queue and completing the previous interaction. Otherwise, the interaction’s built-in ACW automatically accounts for the after-call work time.
These may be used by all staff.
Away:
Use when away from your desk for the reasons below. You can also log out for these away activities. You will still be offered extension calls before they go to voicemail.
- Outreach: Researching, preparing and/or providing outreach in the community such as events or presentations.
- Client Visit: Any time you are conducting an in-person client visit that takes you away from the phone. This includes at their home, another community location or facility, or at your office.
This will primarily be used by outreach specialists and resource coordinators.
Break:
Use this for breaks. You will not receive queue calls or extension calls while in this status.
- Personal Time: you need to step away to use the bathroom, grab a beverage, take a moment after a stressful call, etc.
- 15-minute break: your two official 15-minute breaks
This may be used by all staff.
Meal:
Use this when going to lunch. You will not receive queue calls or extension calls while in this status.
This may be used by all staff.
Meeting:
Use this when attending team meetings, agency meetings, etc. You will not receive queue calls or extension calls while in this status.
This may be used by all staff.
Training:
Use this when providing or attending training, including e-learnings. You will not receive queue calls or extension calls while in this status.
This may be used by all staff.
On queue:
If you belong to a queue that takes inbound calls or chats, this will put you on queue and ready to accept interactions. You will remain in this status during after-call work, but queue calls will not be offered to you until after-call work is complete (however, you will still receive extension calls).
This will be the primary status for resource specialists and preadmission screening specialists.
After-call work:
Provides time for documentation, research, and mailing. After-call work is not offered on extension calls. Trying to keep this as accurate as possible will help us understand how long interactions take beyond just the call.
Best practice is to wrap up each call (inbound or outbound) before moving on to the next interaction. This means completing any after-call documenting, mailing, and/or researching, or selecting "no wrap up needed" and then clicking "Done".
This status automatically appears after completing an inbound or outbound queue call.
If there is an activity that requires you to interrupt your after-call work, refer to Busy: Additional ACW status above.
Tips:
- If your connection drops with a caller, prior to ending the interaction (selecting a wrap-up code and clicking done), change your status to "Busy: Outbound Calls" and make 1 attempt to call the caller back.
- Change your status to break before ending after-call work so you don’t go on queue and start receiving calls.
- If you need to take a break before you can finish your after-call work, change your status to break, choose your wrap up code and click “done.” After your break, use the Busy: Additional ACW to complete any final documentation, research, mailing, etc. from that previous interaction before you go back on queue.