Hello!
We ended up going forward anyway and ensuring there was a Supervisor monitoring to pause the campaign if needed. We have a couple big Outbound campaigns launching in 2 separate business units, in those business units there is no dedicated Outbound team so all agents that handle inbound queues will be expected to answer any "press1's" that result from the Outbound.
We were hoping to program GC in a way that 1 call out would initiate only if 5 agents were idle, this is mainly because our agents are never really in idle for more than 15 seconds at most (give or take) and we didnt want the call to reach a member and have them press 1 to speak with us just to be put on hold for 3-10 minutes before an agent becomes idle again. Agent call metrics fluctuate so much within these business units, so we are trying to ensure the best possible member experience.
We are also pretty green when it comes to using the outbound technology! :)
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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
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Original Message:
Sent: 07-08-2020 10:18
From: JJ Earle-Henson
Subject: Rule Management - Help
Hey Kymberli,
Sadly we can't currently support within GC but I'm curious to understand more about your use case please.
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Kind Regards
JJ Earle-Henson
Global SPARK Team
Genesys Online Community
Original Message:
Sent: 06-24-2020 16:06
From: Kymberli O'Hagan
Subject: Rule Management - Help
Hello!
Is it possible to use Rule Management within Outbound Dialing (progressive mode) in a way that we could program G Cloud to only begin the dial out when we have a total of 5 agents in idle?
If this can be accomplished in another way that I've missed, let me know!
Any tips would be great!
#ArchitectureandDesign
#Outbound
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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
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