Genesys Cloud - Main

Hi,

I've got a few questions about ouitbound calling particulary the use of Campaign Rules and Sequences. I've looked thyrough the online resources several times and couldn't find what I was looking for in terms of explanation.

1. When creating/applying a Campaign Rule to a Sequence, is it necessary to associate the Rule with both the Sequence and the Campaigns in that sequence? Was wondering if this was necessary and if it is ok to just associate it with just the Sequence? The logic being the Sequence will already include the campaign and so the Rule would apply to both the campaigns and Sequences.

2. In the Actions section of a Campaign Rule, is it necessary to list the campaigns or is it just OK that the Rule is associated with Sequence that contains these campaigns?

3. What does the Use Triggering Campaign toggle do and in what context is it useful?

#Outbound

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Jeff Humphreys
RCN, Royal College of Nursing
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Hi Jeff,

Did you manage to answer your questions?  If you did it would be great if you could share the answers to help others in the future, if not I would have a look into it.

Thanks

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 7/22/2024 4:14:00 AM
From: Samuel Jillard
Subject: RE: Campaign Rules and Sequences

Hi Jeff,

Did you manage to answer your questions?  If you did it would be great if you could share the answers to help others in the future, if not I would have a look into it.

Thanks

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Let me have a look into it and see what I can find 

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-22-2024 04:42
From: Jeff Humphreys
Subject: Campaign Rules and Sequences

Hi Samuel,

 

I didn't manage to get answers unfortunately. Circumstances overtook things and we can manage the situation quite well manually anyway, so no rush. Having said that I would like to get answers to this to finalise a few things.

 

Thanks

 

Jeff

 

 

 

Original Message:
Sent: 7/22/2024 4:14:00 AM
From: Samuel Jillard
Subject: RE: Campaign Rules and Sequences

Hi Jeff,

Did you manage to answer your questions?  If you did it would be great if you could share the answers to help others in the future, if not I would have a look into it.

Thanks

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Jeff,

Sorry it took a while to get back to you on this:
1. You can select one or more Campaigns, or Sequences.  If you prefer to put this condition on a certain Campaign of a specific Sequence, you need to select the Campaign and select the Sequence. The same goes if you want to create this Rule for a certain Sequence but only apply for a particular Campaign of that Sequence.

2. You would only need include the campaign under actions, if you need it to use the action, e.g. change the queue when that campaign is running.  

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-22-2024 04:47
From: Samuel Jillard
Subject: Campaign Rules and Sequences

Let me have a look into it and see what I can find 

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-22-2024 04:42
From: Jeff Humphreys
Subject: Campaign Rules and Sequences

Hi Samuel,

 

I didn't manage to get answers unfortunately. Circumstances overtook things and we can manage the situation quite well manually anyway, so no rush. Having said that I would like to get answers to this to finalise a few things.

 

Thanks

 

Jeff

 

 

 

Original Message:
Sent: 7/22/2024 4:14:00 AM
From: Samuel Jillard
Subject: RE: Campaign Rules and Sequences

Hi Jeff,

Did you manage to answer your questions?  If you did it would be great if you could share the answers to help others in the future, if not I would have a look into it.

Thanks

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees

Jeff,

Taking #3 for a minute. If You have three Campaigns and a rule to, say, switch dialing modes based on the number of Agents, then you could have one Rule that applies to all three campaigns and you would want "Use Triggering Campaign" to that the rule is applied to the Campaign that caused the rule to fire.

If, however, you have a campaign that is high priority, and a second one that is low, you might want to apply a rule to the first one that, based on some metric (like, say number of Agents) could pause the other one. In this instance, since one campaign is effectively controlling a second one, you would not want to use the Triggering campaign.

I hope that makes sense?

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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