A place to ask questions, connect with others, and stay in the know
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,
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.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.