Genesys Cloud CX

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  • 1.  Schedule Power Campaign

    Posted 04-30-2020 06:16
    Hi All,

    I'm wondering what the best way of scheduling a power campaign on PureCloud since the scheduling option is restricted with Open & End Date, unlike, CIC where you can just select the days of week and then the campaign will keep running all the time.

    My scenario is that, suppose the working hours start at 9 AM and finish at 5 PM, and I want the campaign to start at 11 AM and finishes at 4 PM daily, what would be the best solution to achieve such behavior.


    Thank you.
    #Ask Me Anything (AMA)
    #Outbound
    #PlatformAdministration
    #SystemAdministration

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    Hussein Alshamiri
    Hadef Information Technology Co.
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  • 2.  RE: Schedule Power Campaign

    Posted 04-30-2020 09:55
    Under campaign schedule, you can based on day and time, but this will apply to one campaign at a time and is date-specific, not something like "every Monday to Friday".  It would be nice to schedule this by relative days.



    The other way would be a pre-dial rule that checks the time of day and not dial outside of the 11 to 4 hours.  This would require a data action to get the current time.






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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
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  • 3.  RE: Schedule Power Campaign

    GENESYS
    Posted 05-01-2020 09:24
    Hi Hussein,
    If you'd like to see campaign schedule recurrence like you've described, please vote for this idea in Aha! https://purecloud.ideas.aha.io/ideas/CLOUT-I-179

    Currently, campaign schedules allow up to 500 intervals to be scheduled for a single campaign, though of course that doesn't solve the problem of creating each of those intervals manually. A scripted solution utilizing our APIs may be a good choice if you know that your campaign will always run during the same times every week.

    I would recommend not using a rule to check the time of day, but instead utilizing a callable time set if you want to pursue a solution similar to Robert's.

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    Sean Carter
    Senior Software Engineer - Outbound
    Genesys
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  • 4.  RE: Schedule Power Campaign

    Posted 05-03-2020 05:16
    Edited by Hussein Alshamiri 05-03-2020 05:18
    Hi Sean, 

    I have already tried the callable time set, but the campaign ended up flagging all contacts that are after 4 PM with this flag (ININ-OUTBOUND-NOT-CALLABLE-TIME) and then turned off the campaign, thus, using data action seems much convenient with my scenario to prevent the campaign from calling instead of flagging contacts.

    Thank you.


  • 5.  RE: Schedule Power Campaign

    GENESYS
    Posted 05-04-2020 08:54

    Hi Hussein,

    A call rule would have the same effect of marking all undialed contacts with a wrap-up code indicating they were skipped, specifically "ININ-OUTBOUND-RULE-SKIPPED". If you want the campaign to halt progress immediately at 4pm, and pick up where it left off the next day at 11am, with no skipped contacts, you'll need to use a campaign schedule.

    Thanks,



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    Sean Carter
    Senior Software Engineer - Outbound
    Genesys
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  • 6.  RE: Schedule Power Campaign

    Posted 05-03-2020 05:11
    Thank you @Robert Wakefield-Carl for your in-depth feedback.


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    Hussein Alshamiri
    Hadef Information Technology Co.
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  • 7.  RE: Schedule Power Campaign

    GENESYS
    Posted 12-06-2022 05:21

    Hello Hussein,

     

    The Genesys User Experience (UX) Research team is running a study around the topic of Inbound and Outbound campaigns.


    ABOUT THE STUDY:   

    • Date: from December 1st to 16th
    • Type of study: video chat with one of our researchers 
    • Length: 45 minutes
    • Location: Remote – via Zoom 
    • Your reward: $75 USD or 5,000 GCAP Points, 1-2 weeks after participation

          

    TO PARTICIPATE, COMPLETE THE FORM BELOW 👇

    https://app.smartsheet.com/b/form/b0b0843fa7194654aeafdde4e87a4758

     

    If you're selected to participate, we'll email you more details about the study and set a time for your session. 

       

    IF YOU STILL HAVE QUESTIONS:   

    Email us at SponsorUserProgram@genesys.com

        

    We look forward to meeting with you!  

     

    Best,

    UX Research Team



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    Lais Freitas
    Genesys - Employees
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