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How to do 3 call attempts per customer using Preview mode

  • 1.  How to do 3 call attempts per customer using Preview mode

    Posted 11-19-2020 20:25
    We haven't used outbound much, but I have a question about best practices for an outbound campaign running in Preview mode (because our agents need to consult the customer interactions before initiating the contact).

    Controls aren't supported for Preview campaign. Let's say the agent dials a the customer in a Preview run campaign.

    1. Let's say the customer doesn't pick up. Let's say we want to make at least 2 more attempts at this customer before registering them as non-reachable. Let's say we want some kind of interval between the attempts, i.e. if the customer doesn't pick up, make another attempt at another hour or maybe the next day. How might we accomplish this? 

    2  Let's say the customer picks up and we end up with a callback request. In this case, is the way do handle this to just let the agent register an ad hoc callback using the built-in callback tab in the live conversation?

    Scenarion 2 feels straighforward -  I put it there for completeness - but I really welcome any tips on how to handle our use case scenario 1.
    Any thoughts?

    Joel Hellman

  • 2.  RE: How to do 3 call attempts per customer using Preview mode

    Posted 12-07-2020 02:53
    Edited by Stephanie Holt 12-07-2020 02:54
    Hi Joel,

    There are many ways to achieve this but I do the following (but the recall interval will not be exactly the interval set, the interval set is the min time between attempts);
    1) add a column to the contact list called something like "Manual_Attempt_Control"
    2) add a call rule set
    3) add a call rule with (wrap type) which increments "Manual_Attempt_Control" for each wrap up code (Action: Update Contact Column, Column Name: "Manual_Attempt_Control", Update Option: Increment by one)
    4) add a call rule with (pre-call type) with the condition where the Contact Property is Last Attempt Overall, is later than whatever the interval is and set the action to "Do not dial"
    5) add a filter to the contact list to filter out contacts where "Manual_Attempt_Control" is more than 3 (because we want 3 attempts)
    6) set a campaign rule to auto recycle the campaign once complete (so that it will keep running the campaign until there are no callable records)

    For scenario 2, the out of the box solution, the way you have suggested works. Alternatives is to trigger the call back using the APIs from either a data action or a CRM.

    I hope this helps.

    Stephanie Holt
    QPC Australia