Hi, Craig,
It took me a bit of chewing on it to realize what you were saying in that post. When I first read it, I was thinking you wanted a way for an agent to keep a Preview dialed contact open and make multiple calls to the same phone number (instead of just rolling through the configured numbers for that contact), limiting the agent to three attempts or whatever (if they kept reaching a Busy, say).
Now I think I understand...you just want to use the Automatic Reschedule functionality so that when an agent marks a call as No Answer or Busy or whatever, the Automatic Rescheduling settings should kick in to send that preview pop to an agent after the specified reschedule time.
That seems possible, but would require mapping the agent-selected Wrap-up code directly to a System code that is based on Call Analysis. That's not part of the current Wrap-up Code Mappings settings, so this feature will take some extra thought and work, if voted in.
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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 05-15-2019 03:53
From: Craig Stevenson
Subject: Preview Dialling - Attempt Controls Continued....
Yesterday I posted this question:
"Is there a way to assign Attempt Controls to a Preview Campaign?
I can't see how an agent can Wrap Up a Preview Campaign call with the likes of Answering Machine, Busy or No Answer and follow Attempt Controls.
The Attempt Control drop down is only available when using the other campaign types."
Today, I have raised the idea to have this functionality added to the product. It's pretty fundamental to have Attempt Controls on ANY type of campaign including Preview Campaigns.
If you have some spare Votes and like the Idea here is the link: Idea CLOUT-I-190
Thanks :-)
#Outbound
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Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/
QPC UK
https://www.linkedin.com/company/qpc/
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