Why are calls taking a long time to get to agents?

To reduce the time for Genesys Cloud to deliver outbound calls to agents, administrators and contact center managers can:

Disable answering machine detection.
Turn on auto-answer for agents and use persistent connection with Polycom and WebRTC phones.
Make sure that there are no hardware or headset issues with agents’ phones.

For more information, see How Genesys Cloud delivers outbound calls to agents.

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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