Genesys Cloud - Main

Hi, 

Is it possible to configure an outbound campaign so that an agent cannot hang up before a connection has been established?

We have a customer who uses Preview Dialing, and where some agents mark calls as being answered by voicemail before a connection has been established.

The customer wishes to continue using Preview Dialing.

Any input or guidance on this matter would be greatly appreciated.

Happy X-mas

/Torben 

#Outbound

------------------------------
Torben Hedemann B. Eriksen
NA
------------------------------

Hi Torben,

There is one partial option that may help mitigate this behavior while still keeping Preview Dialing.

In Genesys Cloud, you can optionally configure a Preview Countdown Timer. When this timer is enabled, the system will automatically place the call once the countdown expires, if the agent has not manually started or skipped the call.

This does not fully remove the skip option, but it limits how long the agent can stay in preview without dialing, reducing premature dispositions.

Additionally, if you are working with Agent-Owned Records, you can configure a preview campaign using agent ownership records, which helps reinforce accountability and ownership of the contact handling process.

For reference, this behavior is documented by Genesys:

• Preview Dialing supports an optional countdown timer that automatically dials when the timer expires.

• Agent-owned records can be used in preview campaigns to align contacts to specific agents.

That said, even with a preview timer, Preview Dialing still fundamentally allows agent control, and it is not possible to completely block skip or force manual dialing in all cases. For full enforcement, a different dialing mode (such as Progressive) would be required.

Hope this helps clarify the available options.

------------------------------
Raphael Poliesi
------------------------------

Good Day Torben

I'm not aware of an option to implement this as the call analysis is done on the agent side with preview campaigns.

https://help.mypurecloud.com/articles/campaign-properties-dialing-mode/

https://help.mypurecloud.com/articles/call-analysis-response-page/

You could perhaps try and create a call rule set with call rules and select wrap-up category. If the agent selects "No answer" or "Machine wrap up, you can add an action for that specific rule.

Not sure if if this will even work for you, or if anyone else on the community perhaps encountered a similar issue with a workaround.

Regards

Stephan

------------------------------
Stephan Taljaard
EMBEDIT s.r.o
------------------------------