Are answering machine calls treated the same as live person calls in call analysis?

In call analysis within the context of Genesys Cloud CX, answering machine calls are treated differently from live person calls. This distinction is important because the techniques and metrics used to evaluate the effectiveness of outbound campaigns must account for the nature of the interaction.

When a call is connected to a live person, it provides an opportunity for immediate engagement and interaction, allowing agents to pursue the intended objectives of the call, such as sales or service offers. This engagement is analyzed for metrics like talk time, conversion rates, and customer satisfaction.

Conversely, when a call is answered by an answering machine, the interaction lacks the dynamic and responsive nature of a live conversation. Instead, these calls are often categorized separately in analysis to allow businesses to evaluate aspects such as the effectiveness of leaving messages, the percentage of contacts reached, and follow-up strategies. This differentiation aids in refining outbound strategies by identifying how often answering machines are being reached and adjusting campaign tactics to either reduce calls to answering machines or improve message effectiveness.

In summary, treating answering machine calls differently from live person calls in analysis allows for more accurate assessment of outreach efficacy and ensures that strategies can be tailored to optimize both types of interactions effectively.