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Control for agents to be only on a preview campaign when assigned to multiple queues, at will.

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  • 1.  Control for agents to be only on a preview campaign when assigned to multiple queues, at will.

    Posted 10-13-2023 05:07
    No replies, thread closed.

    We have a use case where the agents need to work as like how they used to work on the genesys engage preview campaigns. Even if the agents are part of multiple channels or even other dialing modes, they could work only on a preview campaign by staying in not-ready, but still do the preview campaigns by manual pull. In Cloud, they need to be on-queue to get a call from a preview campaign and they don't have an option to choose only the outbound queue, unless a supervisor or manager control it via queue activation. Do we have an option to make the agent work only on preview campaign during the busy hours of a day where more appointment dials should be completed and not letting an inbound call/chat come in, without any supervisor/manager intervention? 


    #Outbound

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    Midhun Suja
    Cognizant Technology Solutions India Private Limited
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  • 2.  RE: Control for agents to be only on a preview campaign when assigned to multiple queues, at will.

    Posted 10-21-2023 20:23
    No replies, thread closed.

    If you want this programmatically, I would suggest two ways.  First is a client app that could call a Workflow that would deactivate them from all but the Preview queue and vice versus.  Pretty simple Workflow and Client App.  You could have a number they call into to do this as well.  

    Second would be a trigger on User status and give them a status of Available - Preview Campaigns and if the Trigger sees this, fire off a Workflow that would again deactivate them from all queues and activate them in the Preview Queue and put them On Queue.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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