When an agent is unsure how to transfer a call, pick a wrap-up code or fix their phone set-up, Outcomer shows each step on their screen. The steps come from your own procedures, so agents follow your process, not a generic one.
Book a 10-minute demoAfter the demo, we’ll set up your department free of charge. A small trial confirms it’s accurate, then a larger trial measures the drop in support queries.
We check every step works before your staff see it.
Outcomer isn’t a library of ready-made Genesys Cloud guides. We build your guides from your own procedures, on your own Genesys Cloud set-up, and test each one before your staff use it.
Your agents get the answer on screen, in Genesys Cloud and the systems around it, instead of interrupting a colleague or raising a ticket.
New agents learn Genesys Cloud in training, but the real questions come mid-call. Outcomer answers them on screen while they work, using your own procedures.
General answers for the standard product. Your own set-up may differ, and that’s what Outcomer follows.
Use the On Queue/Off Queue toggle at the top right of the screen. On Queue means you are logged on and ready to take new interactions; Off Queue means you are logged on but not taking new ones. You need the right routing permission to go on queue, so if the toggle is missing, ask your supervisor.
Genesys Cloud sets you to Not Responding if you decline an interaction or do not answer it in time. The interaction goes back to the queue and you get no new ones, though you can finish what you have already accepted. It stays that way until you pick another status, go off queue or log out.
Switch to Off Queue during the call. Your current interaction and any after-call work carry on as normal, but no new interactions are routed to you. Switch back to On Queue when you are ready.
On the active call, click Transfer above Interaction Details. Type a name, then use the All, User, Queue or External Contact tabs to narrow the results. Click the recipient in the results list; the call transfers straight away and you move to after-call work. Always select the recipient from the list, or the call can be lost.
Click Consult instead of Transfer, then search for and select the person or queue. The caller goes on hold while you talk. The top controls are for the original call and the bottom controls are for the consult; click Transfer to connect the caller and leave. Which consult options you see depends on your organisation's settings, so your set-up may differ.
A consult can include only three parties, and each call allows one consult. The person you consulted cannot start another consult either. If you need a third colleague, finish or end the first consult first, or follow your team's escalation process.
Open the Wrap-up icon on the interaction, choose a wrap-up code, add any notes and click Done. If you close the window without clicking Done, the icon turns red to show wrap-up is not finished. Your administrator decides whether after-call work is required and whether it is time-limited, so your set-up may differ.
If your organisation makes after-call work required, you will not get your next queue call until you finish wrap-up or the time limit runs out. Check for a red Wrap-up icon on your last interaction and complete it.
A red Calls icon means no phone is selected. Click Calls, then Phone Details, type your WebRTC phone name in the search field and pick it from the suggestions. If you have no WebRTC phone assigned, contact your IT team, as only telephony admins can create one.
In the Calls panel, open Settings and choose your microphone and speaker under Audio Controls. Click Run diagnostics to test your microphone and connection; if it finds no problems, contact IT. If you use the setting for placing calls with another app, close other browser instances that might be holding the audio.
Click End Callback. If you click it before placing the call, the callback is cancelled and is not sent back to the queue, so only do this when your process allows. If automatic callbacks are switched on, the callback ends automatically.
Open your schedule from Menu > My Activity > Schedule, or from the agent dashboard. The Time Off Requests pane lets you submit full-day or partial-day requests and see approved and pending ones. The view does not update by itself, so click Refresh to see the latest.
If your agents ask questions like these every week, Outcomer answers them on their own screen, using your own Genesys Cloud set-up and procedures.
See which Genesys Cloud tasks staff ask about most, which procedure answered each question, and whether it was finished or passed to your support desk. Your IT team can export it at any time.
Outcomer never reads, uses or keeps the data in your systems. It finds each box and button by its label, never what’s typed in it, takes no screenshots, and works from your procedures, not your records.