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Dedicated agents for Campaigns

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  • 1.  Dedicated agents for Campaigns

    Posted 05-23-2020 12:56

    Hello there,

    We have a customer usign Genesys Cloud for inbound, now they are evaluating outbound and they want to run outbound campaigns (Progressive or Predictive) for collections and they want to assign some specific records of contact list to specific users. To cover this we have defined one campaign per user and one queue per user.

    Is there any other way to do so? Maybe the preferred agent applies for outbound too?

    Best regards,

    Mario


    #Outbound

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    Mario Sanchez
    Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
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  • 2.  RE: Dedicated agents for Campaigns

    Posted 05-24-2020 23:04
    Not exactly the best solution, but you could use a Pre-call rule to look for that flag or skill in this case and if it exist, assign that skill.  There are two major headaches with this:

    1. You need a skill for every agent
    2. You need a rule for every skill

    Like I said, not the best, but it will get you where you want to be.

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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: Dedicated agents for Campaigns

    Posted 05-26-2020 10:54
    Thanks a lot Robert.

    With this strategy, I have one question:

    If we use one single Contact List where we will apply pre-call rule, what would happen if for some reason the Agent is attending an inbound call? The complete contact list processing will keep stopped until the agent/skill gets available again?

    Best regards,

    Mario

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    Mario Sanchez
    Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
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  • 4.  RE: Dedicated agents for Campaigns
    Best Answer

    Posted 05-26-2020 12:53
    I believe if using a predictive campaign and skills are assigned, the contact/number will be skipped on that go around and be attempted next recycle.  George or others can chime in if not.

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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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  • 5.  RE: Dedicated agents for Campaigns

    GENESYS
    Posted 05-27-2020 09:55
    Hi Mario and Robert,
    Work for this feature (agent-owned records) is in-progress for preview campaigns: https://purecloud.ideas.aha.io/ideas/CLOUT-I-194
    For other dialing modes, similar functionality (skills-based dialing) has an idea here: https://purecloud.ideas.aha.io/ideas/CLOUT-I-21

    For what it's worth, the development team has not tested Robert's solution, but his assumption on how the system will behave if the assigned agent is otherwise utilized sounds reasonable, and the solution appears to work for other customers as well.

    Thank you,

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    Sean Carter
    Senior Software Engineer - Outbound
    Genesys
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  • 6.  RE: Dedicated agents for Campaigns

    Posted 05-27-2020 11:14
    Thanks a lot Sean. Looking forward to these new features.

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    Mario Sanchez
    Servicios en Tecnología de la Informacion SETEINFO del Ecuador C.A.
    ------------------------------