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  • 1.  Push Preview Campaign - Treatments

    Posted 01-30-2020 14:47
    Hi,
    Is it possible to use Treatments with the "Push Preview Campaign "?

    We need to define some treatments (for situations that the agent choose "call result as "Answering Machine" or "Busy" or ....)
    Does it possible?

    #Outbound
    #Telephony


  • 2.  RE: Push Preview Campaign - Treatments

    Posted 02-01-2020 11:45
    It is a Preview, so Call Results are updated by agents, not by OCS.
    If you want treatments, you need to do Progressive or Predictive

    ------------------------------
    Jorge Cornejo
    VS Telecom LTDA.
    ------------------------------



  • 3.  RE: Push Preview Campaign - Treatments

    Posted 02-02-2020 02:27
    Jorge,
    Many thanks for Your answer, 
    I think that I didn't describe the problem.
    The customer want's that if the agent chooses the  call result "Busy" (or "No answer, or ...), the system will "reschedule" the call for some "new: time (for example: to call again in 15 minutes).


  • 4.  RE: Push Preview Campaign - Treatments

    Posted 02-02-2020 10:20
    From Genesys KB:

    Treatments do work in Preview mode. In order to make them work, you need to make sure you send the attached data pair GSW_TREATMENT along with the RecordProcessed event. The value for GSW_TREATMENT should be set to either "RecordTreatPersonal" or "RecordTreatCampaign." If you do not set a value for the GSW_TREATMENT, then the treatments will not be applied in preview.

    So if you do this will work, if you are using WDE then outbound.treatment-mode will be need the correct value of campaign or personal.
    Check WDE guide:
    https://docs.genesys.com/Documentation/IW/latest/Dep/OutboundInteractions


    ------------------------------
    Jorge Cornejo
    VS Telecom LTDA.
    ------------------------------

    Original Message


  • 5.  RE: Push Preview Campaign - Treatments

    Posted 02-03-2020 00:57
    ​Hi Yvgeni Liberman,

    Since treatment works based on call result value,  you can achieve this by allowing agents to dispose the call by selecting respective disposition.

    In preview mode, mainly used disposition are busy and No answer. Note only valid call results will work.

    Regards,
    Ghous
    ​​

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    Ghous Sayyed
    Reliance Jio Infocomm Ltd
    ------------------------------



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