Hi Sean,
at this point I think I missed something.
Genesys support told me about this topic:
Genesys Cloud uses the call timing to determine priority. The one that has more time will have higher priority. Callbacks will have the priority because they have more time on the platform
Me: If I have other contacts in the contact list are they called or does the campaign wait for 5 minutes because the scheduled callback has higher priority?
Genesys: No, the campaign will be running normally (calling other contacts), but by the time the callback started to be dialed, this will be prioritized.
Me: Is there a way to prioritize a contact entered in the list (therefore in campaign) at a later time than others already present in the contact list?
Genesys: For initial calls, the custom column on the list is the best way, but regarding callbacks there is no option, they'll have a higher score, and so will be prioritized.
I have some confusion now about managing callbacks for campaigns
Thanks
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Sergio Rota
TechneValue GmbH
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Original Message:
Sent: 05-13-2020 10:47
From: Sean Carter
Subject: Advanced Questions for sort contacts on campaign
Hi Sergio,
A scheduled callback will not necessarily have priority over a queued contact. Scheduled callbacks that have come due go to the top of the dialing queue, but if the new contacts are added to the contact list as priority contacts, they will go above any contacts with scheduled callbacks that have come due. Elaborating on your scenario:
- 10k contacts added to campaign
- 10k attempted; 5k have callbacks scheduled (if I'm understanding your scenario correctly)
- 5k scheduled callbacks come due, and are added to the top of the queue
- 5k new contacts are added to the list, and queued
If they are not priority, the queue order will be (first entry dialed first): [all scheduled callbacks, all new contacts]
If they are priority: [all new contacts, all scheduled callbacks]
Please note, though, that scheduled callbacks will not take priority over contacts that are in the process of being dialed (e.g. by a power campaign).
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Sean Carter
Senior Software Engineer - Outbound
Genesys
Original Message:
Sent: 05-12-2020 06:28
From: Sergio Rota
Subject: Advanced Questions for sort contacts on campaign
Thank you Robert, Sean and George!
I have another doubt about this topic!
The callbacks programmed on the campaigns (through the rules set on the campaigns) have a higher priority than the contacts in the contact list because the callbacks have more time on the platform.
My doubt is as follows: I have a campaign that calls for example 10,000 contacts; of these 5000 fall into the rules for having a callback after 1 hour.
If, after 1 hour, I add another 5000 contacts in the same list, potentially these new contacts will never be called until the callbacks present will be completed, correct?
Is there any way to have better management?
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Sergio Rota
TechneValue GmbH
Original Message:
Sent: 03-23-2020 09:58
From: Sean Carter
Subject: Advanced Questions for sort contacts on campaign
Hi Sergio,
As Robert noted, any changes to a field used for contact sorting will only take effect when starting the campaign after completion (or for the first time), or after a campaign recycle. However, the campaign's contact sorting is not taken into account for scheduled callbacks, regardless of how they were scheduled. A scheduled callback will be assigned to the next available agent after it comes due, and the campaign will not place more calls for that agent until the callback is finished.
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Sean Carter
Senior Software Engineer - Outbound
Genesys
Original Message:
Sent: 03-21-2020 17:44
From: Robert Wakefield-Carl
Subject: Advanced Questions for sort contacts on campaign
Someone (George G.) correct me if I am wrong, but believe the list is sorted when the campaign is started and when it recycles, so that record will most likely still be sorted in the original order when the a recycle is done, but once it is past and that record is due to be called, it should put it at the bottom of the current batch to be dialed. If you get down to a recycle, it would be put back into the sort order specified. This is one of those grey areas in the documentation that will take some testing.
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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
Original Message:
Sent: 03-17-2020 07:44
From: Sergio Rota
Subject: Advanced Questions for sort contacts on campaign
Hi Community,
I have a particolar question about contact priority in PureCloud Campaigns:
First Question: if I hesitate a contact, through the campaign, as negative and, through the call rules, PureCloud scheduling a callback after 5 min, will this interaction, after 5 min, have higher priority than the other contacts on the contact list or be put at the bottom of them?
Second question: if, again through the rules, I set the "priority" column to go to 100 if the wrapup is negative and in the campaign I order the contacts for the "priority" column, this contact will pass in front of the other contacts, at the moment the callback?
Thanks
#Outbound
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Sergio Rota
TechneValue GmbH
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