We're in the process of moving to Genysys PureCloud in our call center to support phones and they have run into an issue wherein there is a delay in the time it takes for a new user to be created when the call connects to an agent.
Here's the experience:
New User calls in, call routes through Purecloud and connects to an available agent. The agent answers the call and a ticket pops. The ticket has the answering agent as the Requestor instead of a new user being created. Example in our ZD instance: https://therealreal.zendesk.com/agent/tickets/2751625/events
Genesys has concluded that this happens because there is an approximately 60-second delay in Zendesk creating the New User's account and since the ticket needs to have a requestor in order to be created, the answering agent defaults as the Requestor. They have also advised that through their investigation with Zendesk, this is a known issue that has been happening for several weeks.
The desired experience is that a new user will be created before the call is connected to the answering agent and the new user will be listed as the Requestor. This is the experience we see in our current phone system (Avaya) and need it to be duplicated with PureCloud.
Please sign in to leave a comment.