Genesys Cloud (formerly PureCloud)

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Data look back when turning off a campaign and then turning it back on

  • 1.  Data look back when turning off a campaign and then turning it back on

    GENESYS
    Posted 05-19-2020 20:56
    Edited by Shanker Ramaiyah 05-20-2020 19:08
    While I understand that when a campaign is turned off and then on, it will look at the data if this is turned on within the hour. If not it will start fresh.

    If a customer starts a campaign at 1000:
    - At 1400, when the dialer is figuring out whether to call, it only looks at connected/failed/AHT etc data from 1300-1400?
    - If they stop this campaign at 1300, then turn it on at 1400 again, then the dialer is starting from zero? How does the dialer deal with the "cold start" problem?

    The customer was previously running a separate campaign where they "turned on/off" campaigns. Is there any issue with the following series of actions, that might impact predictive dialer performance?

    1) They have 2 campaigns, CM1, and CM2
    2) For CM2, users specified when they wanted to be called (e.g. morning, afternoon, evening)
    3) For CM 1, there is no user specified times
    4) At 0700, we turn on CM1
    5) At 0900, we turn off CM1, and turn on CM2
    6) At 1100, we turn off CM2, and turn CM1 again
    #Outbound
    #Outbounddialing
    #predictivedialer
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    Shanker Ramaiyah
    Genesys - Employees
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