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Run Predictive Campaign as a skill-based dialer

  • 1.  Run Predictive Campaign as a skill-based dialer

    Posted 11 days ago
    Hello Community,

    We're trying to use Predictive Campaign for Telesales operations wish normally requires specific users to contact certain contacts every day.

    To achieve this, we configured a campaign rule that can query the Call List to get the username then assign a skill to this interaction, but we noticed the dialer continues dials contacts from the call list even if the username is not ready to take the call (i.e. break status).

    So we modified the rule to use data action that query the user status using PureCloud API (/api/v2/users/{userId}/routingstatus) to make sure this user is IDLE before the dialer place this call or to skip this call till next campaign recycle.

    Everything works very well until we start creating a rule for each user (15 users) to query the user's status via APIs and assign the required skill. The campaign refuses to allow more than 2 data actions with the call rules section as shown in the screen below
    Campaign Configuration Page


    So we now stuck between creating a campaign for each user which will be a pain point to manage 15 campaigns or to remove the data action step from the call rules, so the dialer will continue dialing from the Call List even if the user is not ready !!

    Any ideas would be really appreciated.

    Thanks,
    #AskMeAnything(AMA)
    #Outbound
    #PureCloudQAEpisode

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    Youssef Atef
    Sr. Genesys Systems Engineer
    Advanced Technology Solutions Int
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  • 2.  RE: Run Predictive Campaign as a skill-based dialer

    Top 25 Contributor
    Posted 11 days ago
    Edited by Robert Wakefield-Carl 11 days ago
    It sounds like you need to wait for Agent-owned campaigns:

    Allowing agents to work though records associated with their Genesys Cloud ID in a Preview campaign setting.  Can add a column to the contact list specifying agent ID and Genesys Cloud will ensure only those records will be presented to the appropriate agent.   

    https://purecloud.ideas.aha.io/ideas/CLOUT-I-194

    In liew of that, you would be better served creating a web service that accepts either a single user or a group of them outside of Genesys Cloud.  It can check for everything you are trying to do in your Data Actions and then return a true or false if it needs to dial the record.  I have hosted on glitch for testing and some production, but you can easily host the web service on any virtual IIS server.  This would reduce your rule to one and your data action to one.




    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Run Predictive Campaign as a skill-based dialer

    Posted 11 days ago
    Hi Robert,

    Thanks for sharing your thoughts. Glad to see your idea is being considered by Genesys Development.

    We already added a new column that includes agent ID to be used with the data action web service to return the user presence with an AND comparator that read another column to know the skill should be assigned to this contact. Yes, we can create a web service to return TRUE/FALSE but still, we will need to use multiple rules because you need to assign different skills on the pre-call action section based on data action response.

    I have attached a screenshot that could elaborate for your what we're trying to achieve. Is there a way to assign the required skill to interaction outside the pre-call rule?

    Thanks,
    Youssef Atef

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    Youssef Atef
    Advanced Technology Solutions Int
    ------------------------------



  • 4.  RE: Run Predictive Campaign as a skill-based dialer

    Top 25 Contributor
    Posted 10 days ago
    Unfortunately you can't assign skills with a variable or a contact column - quite a short sight there!  What you could do is have several rules that runs after your lookup to look at the skill column and assign the skill based on that.  If lookup fails, don't use the other rules or check for the presence variable in each of the other rules.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Run Predictive Campaign as a skill-based dialer

    Posted 10 days ago
    Thanks Robert for sharing your thoughts. As far as I know, you can't have a sequence of rules that can check one after another. How you can achieve such a scenario ?


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    Youssef Atef
    Advanced Technology Solutions Int
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  • 6.  RE: Run Predictive Campaign as a skill-based dialer

    Top 25 Contributor
    Posted 10 days ago
    No, but you can have a lot of rules and if they don't match, they won't execute.

    1. Use your Data action and if it can be routed, set your AgentReady column (you will need to add this) to the same as the AgentID column
    2. Use another rule to check if AgentReady is equal to AgentID and if so, set the Skill

    This will have 2 rules and only one data action and set the skill for the agent only if the agent is ready.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------