Genesys Cloud (formerly PureCloud)

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Multiple task types/skills used through one dialler

  • 1.  Multiple task types/skills used through one dialler

    Posted 11 days ago

    Hi,

    We currently use outbound campaigns to deliver non-call tasks to agents. This has worked well, however, we are finding that it is requiring an increasingly large number of queues to be managed by agents, and campaigns to be managed by WFM. The reason for having so many queues is that we have agents with different skills, trained on different tasks.

    i.e. currently, we have a queue and campaign for task A, a queue and campaign for task B and a queue and campaign for task C

    Ideally, we would like to set things up differently, so that there is one queue and one campaign for a group of tasks (A, B & C). However, we can't seem to set skilling up to support this.

    Although we can set up call rules to ensure only correctly skilled agents get each type of task, the issue in implementing a test for this has been that if there is no agent with the skills in place to handle the next interaction, the campaign stops until an agent with the correct skills logs in and takes an interaction.

    In action, this would mean that we could have multiple agents trained on tasks A & B idle and waiting for a task, but if the next task in the list is a task C, they will not receive anything.

    Is there any way around this? I am aware task diallers are on the roadmap for coming quarters, but wondering if anyone has anything similar in place with the current limitations?

    Thanks,


    #Outbound
    #Routing(ACD/IVR)

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    Katie Brassell
    Compassion Australia
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  • 2.  RE: Multiple task types/skills used through one dialler

    Posted 11 days ago
    What dialing mode are you using and are you using any of the Outbound APIs to do this?

    Can you provide additional information about the rules you have in place?

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    Dan Fontaine
    Altivon
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  • 3.  RE: Multiple task types/skills used through one dialler

    Posted 7 days ago

    Hi Dan, 

    We use a preview dialler with a 1s preview, which effectively dials straight into the interaction. Because we're calling fake numbers, we couldn't use any other mode as it wouldn't connect to a live number. We just have this set up as a standard outbound dialing campaign. 

    The rule set up is one pre-call rule per task in the dialler, so for instance rule 1 (used to route task type 1 to agents with skill type 1) will have the condition 'Contact List Column' = Task Type 1 and the action will be Route Call Based on Skills = Skill Type 1.

    Thanks. 



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    Katie Brassell
    Compassion Australia
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  • 4.  RE: Multiple task types/skills used through one dialler

    GENESYS
    Posted 10 days ago
    Hi Katie,

    This sounds like a use case for skills-based dialing. There is an Aha ticket you could vote on at https://purecloud.ideas.aha.io/ideas/CLOUT-I-21 .

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    Sean Carter
    Senior Software Engineer - Outbound
    Genesys
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  • 5.  RE: Multiple task types/skills used through one dialler

    Posted 7 days ago
    Thanks Sean! That's exactly what we're after - I'm actually already subscribed to that idea! :)

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    Katie Brassell
    Compassion Australia
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