Genesys Cloud CX

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  • 1.  Progressive dialing - delay to distribute interactions

    Posted 01-17-2020 04:39
    Hi,

    We have issue with Progressive Outbound Campaign, there is a big delay with distributing interactions

    For example, Agent A receive the first call of the campaign, once he finish his first call, he stay long time idle (arround 3 min) before the second call arrives

    Is there any way to reduce the delay between two interactions coming to agents ?

    Thank you in advance.
    #Outbound


  • 2.  RE: Progressive dialing - delay to distribute interactions

    Posted 01-17-2020 10:05
    With Progressive,  it is designed for smaller contact centers with limited number of agents (<12) and agents doing other things like answering incoming.  You can try Predictive which will be more aggressive with the pacing, but may cause more abandoned calls if your agent count is less than 12.  You can also try moving to Power or Preview that will pass to agents based on availability.   Also check your dispositions to see how well your list is working.

    Robert

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Progressive dialing - delay to distribute interactions

    Posted 01-17-2020 13:11
    Hi Robert,

    Thanks for your reply, yes for my customer they are less than 12 agents, I think will try to switch to the Power dialing mode, may be it is better (dial contact number once an agent become free)

    Also, I will try to reduce the delay of no reply timeout on the campaign parameters, by default, it is set to 30 seconds.

    Thank you.

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    Oudderhem Mostafa
    Coverage-Communication
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  • 4.  RE: Progressive dialing - delay to distribute interactions

    GENESYS
    Posted 12-06-2022 05:25

    Hello Mostafa,

    The Genesys User Experience (UX) Research team is running a study around the topic of Inbound and Outbound campaigns.

    ABOUT THE STUDY:   

    • Date: from December 1st to 16th
    • Type of study: video chat with one of our researchers 
    • Length: 45 minutes
    • Location: Remote – via Zoom 
    • Your reward: $75 USD or 5,000 GCAP Points, 1-2 weeks after participation

          

    TO PARTICIPATE, COMPLETE THE FORM BELOW 👇

    https://app.smartsheet.com/b/form/b0b0843fa7194654aeafdde4e87a4758

     

    If you're selected to participate, we'll email you more details about the study and set a time for your session. 

       

    IF YOU STILL HAVE QUESTIONS:   

    Email us at SponsorUserProgram@genesys.com

        

    We look forward to meeting with you!  

     

    Best,

    UX Research Team



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    Lais Freitas
    Genesys - Employees
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