Genesys Cloud - Main

We recently went live with Purecloud at our center and are having an issue with scheduling sequences.  When we set up a sequence, it never goes to the 2nd campaign.  The sequence will start the first campaign fine, that campaign will dial through everything and will show at X out of X records in Campaign Management, but the second campaign never starts.  We must be missing some basic setting, maybe something to do with recalls, but I haven't found anything that forces us into the next campaign.  Has anyone else had this issue?

These campaigns are predictive outbound campaigns.  There are no custom rules built into the campaigns or anything.  We do allow multiple attempts and recalls on records (if more detail from Attempt Control is needed, let me know).

In addition, to rule out the obvious, the second and following campaigns run fine on their own after I give up on the sequence and schedule or start/stop them individually.

------------------------------
Justin Green
Sortis Financial, Inc.
------------------------------

Hello Justin Green!

I have a follow up question to try to diagnose what is going on with your sequence. Does the first campaign ever go to a complete state where it has the green check mark? If you are using recalls on the first campaign then it will not go to complete until all of the recalls are complete. The second campaign of the sequence will not start until the first campaign goes complete. If you want the second campaign to start when the first campaign just has recalls left, then you could set up a campaign rule. That way the first campaign would still get to do it's recalls but the second campaign could get started to keep agents busy. The campaign rule would look like:

Condition: When campaign1 progress is at 98% (or some high percentage)
Action: Start campaign2

Some related documentation:
https://help.mypurecloud.com/articles/callbacks-in-campaigns/
https://help.mypurecloud.com/articles/create-set-campaign-rules/

Let me know if this doesn't answer your question.

Thanks!



------------------------------
Caitlin Kaphaem
Genesys
Lead Outbound Software Engineer
------------------------------

Original Message:
Sent: 05-03-2018 11:15
From: Justin Green
Subject: Basic Outbound Campaign Sequencing

We recently went live with Purecloud at our center and are having an issue with scheduling sequences.  When we set up a sequence, it never goes to the 2nd campaign.  The sequence will start the first campaign fine, that campaign will dial through everything and will show at X out of X records in Campaign Management, but the second campaign never starts.  We must be missing some basic setting, maybe something to do with recalls, but I haven't found anything that forces us into the next campaign.  Has anyone else had this issue?

These campaigns are predictive outbound campaigns.  There are no custom rules built into the campaigns or anything.  We do allow multiple attempts and recalls on records (if more detail from Attempt Control is needed, let me know).

In addition, to rule out the obvious, the second and following campaigns run fine on their own after I give up on the sequence and schedule or start/stop them individually.

------------------------------
Justin Green
Sortis Financial, Inc.
------------------------------

The first campaign did not display a green check.  So the recall thing is probably the issue.  I tried manually deleting recalls yesterday, but that didn't seem to kick it over to a green check, either.  

I looked into the rule thing and although that would probably work, ops here has over 40 campaigns and the order of these sequences will change daily.  So the overhead of updating the maintenance on that rule may be too much.  

So I'll try first, just getting rid of recalls completely.  They're not a high priority for us.  And if that doesn't work, using and maintaining rules plus sequences each day.  Thanks much.

------------------------------
Justin Green
Sortis Financial, Inc.
------------------------------

Original Message:
Sent: 05-03-2018 12:46
From: Caitlin Kaphaem
Subject: Basic Outbound Campaign Sequencing

Hello Justin Green!

I have a follow up question to try to diagnose what is going on with your sequence. Does the first campaign ever go to a complete state where it has the green check mark? If you are using recalls on the first campaign then it will not go to complete until all of the recalls are complete. The second campaign of the sequence will not start until the first campaign goes complete. If you want the second campaign to start when the first campaign just has recalls left, then you could set up a campaign rule. That way the first campaign would still get to do it's recalls but the second campaign could get started to keep agents busy. The campaign rule would look like:

Condition: When campaign1 progress is at 98% (or some high percentage)
Action: Start campaign2

Some related documentation:
https://help.mypurecloud.com/articles/callbacks-in-campaigns/
https://help.mypurecloud.com/articles/create-set-campaign-rules/

Let me know if this doesn't answer your question.

Thanks!



------------------------------
Caitlin Kaphaem
Genesys
Lead Outbound Software Engineer

Original Message:
Sent: 05-03-2018 11:15
From: Justin Green
Subject: Basic Outbound Campaign Sequencing

We recently went live with Purecloud at our center and are having an issue with scheduling sequences.  When we set up a sequence, it never goes to the 2nd campaign.  The sequence will start the first campaign fine, that campaign will dial through everything and will show at X out of X records in Campaign Management, but the second campaign never starts.  We must be missing some basic setting, maybe something to do with recalls, but I haven't found anything that forces us into the next campaign.  Has anyone else had this issue?

These campaigns are predictive outbound campaigns.  There are no custom rules built into the campaigns or anything.  We do allow multiple attempts and recalls on records (if more detail from Attempt Control is needed, let me know).

In addition, to rule out the obvious, the second and following campaigns run fine on their own after I give up on the sequence and schedule or start/stop them individually.

------------------------------
Justin Green
Sortis Financial, Inc.
------------------------------

Disabling all Attempt Controls under List Management did allow a campaign to flow to the next.  It's not ideal how recalls completely prevent that and can't be recalled as part of the sequence later while allow agents to flow to the next campaign, but it's better than being stuck.  Thanks for the help.

------------------------------
Justin Green
Sortis Financial, Inc.
------------------------------

Original Message:
Sent: 05-03-2018 13:12
From: Justin Green
Subject: Basic Outbound Campaign Sequencing

The first campaign did not display a green check.  So the recall thing is probably the issue.  I tried manually deleting recalls yesterday, but that didn't seem to kick it over to a green check, either.

I looked into the rule thing and although that would probably work, ops here has over 40 campaigns and the order of these sequences will change daily.  So the overhead of updating the maintenance on that rule may be too much.

So I'll try first, just getting rid of recalls completely.  They're not a high priority for us.  And if that doesn't work, using and maintaining rules plus sequences each day.  Thanks much.

------------------------------
Justin Green
Sortis Financial, Inc.

Original Message:
Sent: 05-03-2018 12:46
From: Caitlin Kaphaem
Subject: Basic Outbound Campaign Sequencing

Hello Justin Green!

I have a follow up question to try to diagnose what is going on with your sequence. Does the first campaign ever go to a complete state where it has the green check mark? If you are using recalls on the first campaign then it will not go to complete until all of the recalls are complete. The second campaign of the sequence will not start until the first campaign goes complete. If you want the second campaign to start when the first campaign just has recalls left, then you could set up a campaign rule. That way the first campaign would still get to do it's recalls but the second campaign could get started to keep agents busy. The campaign rule would look like:

Condition: When campaign1 progress is at 98% (or some high percentage)
Action: Start campaign2

Some related documentation:
https://help.mypurecloud.com/articles/callbacks-in-campaigns/
https://help.mypurecloud.com/articles/create-set-campaign-rules/

Let me know if this doesn't answer your question.

Thanks!



------------------------------
Caitlin Kaphaem
Genesys
Lead Outbound Software Engineer

Original Message:
Sent: 05-03-2018 11:15
From: Justin Green
Subject: Basic Outbound Campaign Sequencing

We recently went live with Purecloud at our center and are having an issue with scheduling sequences.  When we set up a sequence, it never goes to the 2nd campaign.  The sequence will start the first campaign fine, that campaign will dial through everything and will show at X out of X records in Campaign Management, but the second campaign never starts.  We must be missing some basic setting, maybe something to do with recalls, but I haven't found anything that forces us into the next campaign.  Has anyone else had this issue?

These campaigns are predictive outbound campaigns.  There are no custom rules built into the campaigns or anything.  We do allow multiple attempts and recalls on records (if more detail from Attempt Control is needed, let me know).

In addition, to rule out the obvious, the second and following campaigns run fine on their own after I give up on the sequence and schedule or start/stop them individually.

------------------------------
Justin Green
Sortis Financial, Inc.
------------------------------