PureCloud

Discussion Thread View
Expand all | Collapse all

Outbound campaign in preview mode

  • 1.  Outbound campaign in preview mode

    Posted 12-12-2018 09:48
    Hi community,

    We're setting up outbound dialing for one of our customers.
    When using Preview Dialing Mode, we noticed that, after the wrap-up code has been selected and the 'done' button clicked, the agent still has to hit the 'End Preview' button (upper right part of the client) to really end a contact interaction. Otherwise, he's still connected and not available for another call.
    Is this the expected behaviour ?
    This is very surprising as the agent can stay in that state forever.
    I didn't find any hint in the ressource center.
    Thanks for your feedback
    #Outbound

    ------------------------------
    Mayeul BRIVET
    CoverApps
    ------------------------------


  • 2.  RE: Outbound campaign in preview mode

    GCAP Member
    Posted 12-16-2018 20:21
    It is expected behavior, have you tried setting the Queue to Mandatory Timed Box for wrap up?
    While an agent could sit in the end preview state for an extended period of time. It would be the customers responsibility to be setting the KPI measures to be able to manage the agents work effectively.

    Alternatively you could use the "progressive dialing mode" and have a script populate the information coincide with mandatory timed box. What this does mean is that the interaction will close on the agent if no wrap up is selected within the preferred ACW timer period. It does mean the contact maybe dialed again.

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    2 Years Purecloud
    ------------------------------



  • 3.  RE: Outbound campaign in preview mode

    Posted 12-17-2018 04:02
    Hi Darryn,
    Thank you for your feedback.
    I did try changing the ACW Queue settings but it did not change anything, the agent has to close the contact by clicking the 'end preview' button.
    I think this should be optional.
    I will open a case to get an 'official' confirmation from Genesys.
    We are currently testing the progressive mode with the customer to check if it better suit his needs.
    Thanks again for your time.

    ------------------------------
    Mayeul BRIVET
    CoverApps
    ------------------------------



  • 4.  RE: Outbound campaign in preview mode

    Posted 12-18-2018 03:34
    Following my own post.
    I got confirmation from support that this is expected behaviour for preview campaign.
    Ressource Center is supposed to be updated to better reflect this.
    I will probably submit a proposition in the Idea Lab.
    Thanks

    ------------------------------
    Mayeul BRIVET
    CoverApps
    ------------------------------



  • 5.  RE: Outbound campaign in preview mode

    Posted 14 days ago
    I would be interested in seeing this in the idea lab.  I believe there should be a wrap up time that could be configured with this as well as callbacks.

    ------------------------------
    Pol Buckingham
    f'real foods llc
    ------------------------------



  • 6.  RE: Outbound campaign in preview mode

    Posted 12 days ago
    Hi Pol,

    I did open an Idea at that time.
    It's CLOUT-I-153.

    Have a great day

    ------------------------------
    Mayeul BRIVET
    CoverApps
    ------------------------------



  • 7.  RE: Outbound campaign in preview mode

    Posted 12 days ago
    And voted for!

    ------------------------------
    Pol Buckingham
    f'real foods llc
    ------------------------------