Genesys Cloud - Main

Hi all,

We are trying to fine tune our dialer a bit.

When dialing, if we reach an answering machine, or no answer, we want to ensure that if we dial a number at noon on Monday, that we don't end up calling that same number again at the same time on Tuesday.

Is there a way for us to use rules to stagger the times that people are being called?

Judy,

You could achieve this using a Wrap-Up rule that schedules a callback for, say, 1,500 minutes in the case of a Machine etc. (So it will be an hour later tomorrow, or 1380 minutes for an hour earlier.) but in general, I would caution against this.

Time and again, in both PureConnect and Genesys Cloud, I see folks over-engineering the system (not just Dialer, but the main system as well) and customizing it up the wazoo, replacing default functionality with their own methodology. 99% of the time, this prevents the system from performing as designed and more often than not has unintended, and undesirable, consequences. I can tell you stories of PureConect dialing strategies that would make your teeth curl and which ultimately, don't actually provide measurable benefit. (Management will perceive a benefit and will pat themselves on their collective backs for for their brilliance, but the reality is very different!)

Taking this specific situation. Let us assume you start dialing at 9:00am. You have a contact rate of (say) 50%, you have 20 agents, and each agent processes 10 calls per hour. That means that in one hour you will call 400 victims, speaking to 200 of them. Your example call, made at noon, will be around 1200 on your list. Now, remember that you have spoken to 50% of them, meaning that there were about 600 no-answers ahead of the call in question. The following day, if you start at 9:00am again, you will get to this victim in about half the time (around 10:30). So it will naturally do what you want. Sure, there is a risk of calling them at the same time, but it's very low and the complexity you introduce by trying to avoid these rare 1-offs probably isn't worth it for any gain.

Just my random thoughts and advice. 😁

Hi all,

We are trying to fine tune our dialer a bit.

When dialing, if we reach an answering machine, or no answer, we want to ensure that if we dial a number at noon on Monday, that we don't end up calling that same number again at the same time on Tuesday.

Is there a way for us to use rules to stagger the times that people are being called?