Hi Darryn. Regarding utilization, I think you would really want the opposite utilization....callbacks to be interrupted by calls, not the other way around. Also, it would be advisable in either situation to not use Preview timeouts, so agents fully control when the Preview call is placed.
I'm not sure what you mean by "throttled numbers", but if you don't have enough outbound capacity, it would be possible that the volume increase from switching to automated dials would hit capacity issues.
As for Progressive functionality, there haven't been any intentional changes there, so please open a support request with details if it is not functioning properly.
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Adam Dyer
Genesys
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Original Message:
Sent: 06-13-2018 21:08
From: Darryn Chang
Subject: Progressive and Power Dialing
We have reverted to using Predictive and Progressive. As we found that Progressive was quite aggressive in comparison, while it worked for a short time we did notice an increase in throttled numbers.
Utilization is a dicey one, while temporarily we introduced calls to be interrupted by callbacks in preview we did find that it was bumping agents or queuing more than one call even though we limited the amount calls received.
Though it is also dependent on how many agents we have on queue into determining wait times between calls for outbound.
We do operate up to 10-12 campaigns on predictive with an average of 2.00 calls per an agent with a minimum of 12 agents anything less and the queues do not functioning properly.
Progressive hasn't functioned the way we use to operate it since the start of the year so unsure if something changed in the backend
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Darryn Chang
Stuff Limited
New Zealand
Original Message:
Sent: 06-13-2018 15:08
From: Adam Dyer
Subject: Progressive and Power Dialing
We do support mixed dialing modes across agents & campaigns. One thing to double check, would be the agent utilization settings Configure agent utilization - PureCloud Resource Center. Specifically, make sure that callbacks can be interrupted by voice if you would like someone with a Preview to be able to take a call. Also see the bottom section of this page - Create a new campaign - PureCloud Resource Center for more info on multi-campaign support.
Hope that helps.
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Adam Dyer
Genesys
Original Message:
Sent: 06-13-2018 10:03
From: Michael Cofer
Subject: Progressive and Power Dialing
Rosin,
I believe there is a chart I saw somewhere that shows this, but in my experience it doesn't work having agents on mixed dialing mode campaigns that are different in nature from each other. IE: You can have an agent on two campaigns that are using POWER and PREDICTIVE, but not POWER and PREVIEW. Progressive and Preview I think are too different I believe.
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Michael Cofer
Liberty Power Corp
Original Message:
Sent: 06-12-2018 12:03
From: Roisin Floyd
Subject: Progressive and Power Dialing
I have a customer who ran a progressive campaign and preview campaign but there are no calls been routed to agents on progressive campaign .
Any ideas
Can you have the same agents on both campaigns .?
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Roisin Floyd
Wren Data Ltd.
Original Message:
Sent: 02-14-2018 06:49
From: Adam Dyer
Subject: Progressive and Power Dialing
Hi Darryn. We definitely have customers who run mixed dialing modes, or even multiple campaigns on aggressive modes like Predictive. Ultimately though, it's up to what your carrier supports in terms of outbound call throughput what best works for the situation.
One thing to consider, is it's possible to configure the maximum number of lines that each campaign will use. See step #10 here - https://help.mypurecloud.com/articles/create-power-dialing-campaign/.