Genesys Cloud (formerly PureCloud)

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Predictive Campaign Stages

  • 1.  Predictive Campaign Stages

    Posted 10-22-2020 05:30
    Hi Community,

    I'm trying to better understand how the stages for the predicitve type work.
    In the guide I read:
    A predictive dialing campaign automatically compiles metrics for each stage, such as the length of time agents require to complete that portion of a call. By dividing a script into stages, an outbound campaign can more accurately predict when it places calls.

    Question: Does Genesys also use the metrics from the start of the call to stage 1 to create the prediction? + does it also use the metrics from stage 1 until the call is finalized?


    Sergio Rota
    TechneValue GmbH