Genesys Cloud - Main

Every call initiated from a dialer attempt must be complete/dispositioned before the campaign completes. This can cause issues if a single long running call holds up an entire campaign from completing and transitioning to the next campaign when using sequences. Ex: we connect to a customer and they have a 30 minute conversation. If this is the last contact in the list, the next campaign will not start for 30 minutes.

I have to assume this is an issue for anyone using sequences, so how do others handle this? Are you forcing these interactions closed, coaching agents to close calls quickly or handle them some other way? 

Hello Ryan, 

"Every call initiated from a dialer attempt must be complete/dispositioned before the campaign completes." I don't see this anywhere in our documentation and I have very little dialer experience. But this makes sense in my head. 

I can think of a couple of things to do, most of which you mentioned. Coaching agents on company campaign standards, forcing these interactions closed if they are taking to long. I would also suggest if possible manually starting the next campaign as well, I believe you can have up to 50 active campaigns. 

But I would be very interested into what the rest of the community has to say about this as well. 

Cheers, 

Every call initiated from a dialer attempt must be complete/dispositioned before the campaign completes. This can cause issues if a single long running call holds up an entire campaign from completing and transitioning to the next campaign when using sequences. Ex: we connect to a customer and they have a 30 minute conversation. If this is the last contact in the list, the next campaign will not start for 30 minutes.

I have to assume this is an issue for anyone using sequences, so how do others handle this? Are you forcing these interactions closed, coaching agents to close calls quickly or handle them some other way? 

Re: documentation, the best we could find is bullet #2 under the Status description here: https://help.mypurecloud.com/articles/sequences-view/

Re: manually starting the next campaign - not possible for us since our sequences reference the same contact list for all campaigns, and the system blocks multiple campaigns from running against the same contact list. 

The option to force the interaction closed (i.e. 'Wrap Up and Disconnect' from the Campaign Dashboard) is available, but not ideal since it requires manual intervention/monitoring and it's a poor customer experience. I agree that training/coaching is definitely part of the strategy if there is no technical solution!

I would prefer an implementation where the system would 'release' the campaign after the Call Analysis portion of any dial attempts resolve (i.e. is the contact transferred to queue or flow).

Hello Ryan, 

"Every call initiated from a dialer attempt must be complete/dispositioned before the campaign completes." I don't see this anywhere in our documentation and I have very little dialer experience. But this makes sense in my head. 

I can think of a couple of things to do, most of which you mentioned. Coaching agents on company campaign standards, forcing these interactions closed if they are taking to long. I would also suggest if possible manually starting the next campaign as well, I believe you can have up to 50 active campaigns. 

But I would be very interested into what the rest of the community has to say about this as well. 

Cheers, 

Every call initiated from a dialer attempt must be complete/dispositioned before the campaign completes. This can cause issues if a single long running call holds up an entire campaign from completing and transitioning to the next campaign when using sequences. Ex: we connect to a customer and they have a 30 minute conversation. If this is the last contact in the list, the next campaign will not start for 30 minutes.

I have to assume this is an issue for anyone using sequences, so how do others handle this? Are you forcing these interactions closed, coaching agents to close calls quickly or handle them some other way?