Genesys Cloud - Main

Good morning-

I'm at my wit's end trying to figure out a way to reduce our compliance abandons for outbound dialing. It seems that no matter which settings I change or toggle, we're still above where I'd like to be. If anyone has any suggestions, observations, solutions they've implemented, etc., I would be forever grateful for the insights.

Some details on our campaigns:

1. The vast majority of campaigns are between 200 - 400 contacts with a connect rate around 10 - 20%.
2. Our campaign queues typically have 2 - 3 agents in them.
3. We've tried using both progressive and power modes. Power mode is never set above 2 - 3 calls per agent.
4. All phones have persistent connections on.
5. All agents are set to auto-answer.
6. Dialer queues are set to disregard skills and just take the next agent.
7. Campaigns are set to transfer a live voice to an agent and play a message when an answering machine is detected.
8. Compliance abandon is set to 2 seconds in Outbound Settings to be compliant with the TCPA in the U.S.

Additional details:
1. Our agents work out of Microsoft Dynamics with an embedded Genesys client integration via Softphone (AppFoundry partner).
2. Our agents are all remote in the U.S.
3. I've filed tickets with Genesys about delays in time-to-agent and been told that everything is working correctly on the Genesys side.
4. As I understand it, there's no way for me to identify which calls are being classified as compliance abandons so that I can look at specific examples.
#ArchitectureandDesign
#Outbound

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Dan Ross
Weld North Education
------------------------------

Hi Dan, 

I know this post is a couple of years old, but I just wanted to post to see if there is anything you found that eventually helped? 

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Cody Herr
Customer Care Unit Manager
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Original Message:
Sent: 07-01-2022 08:23
From: Dan Ross
Subject: Decreasing Compliance Abandons for Outbound Dialing

Good morning-

I'm at my wit's end trying to figure out a way to reduce our compliance abandons for outbound dialing. It seems that no matter which settings I change or toggle, we're still above where I'd like to be. If anyone has any suggestions, observations, solutions they've implemented, etc., I would be forever grateful for the insights.

Some details on our campaigns:

1. The vast majority of campaigns are between 200 - 400 contacts with a connect rate around 10 - 20%.
2. Our campaign queues typically have 2 - 3 agents in them.
3. We've tried using both progressive and power modes. Power mode is never set above 2 - 3 calls per agent.
4. All phones have persistent connections on.
5. All agents are set to auto-answer.
6. Dialer queues are set to disregard skills and just take the next agent.
7. Campaigns are set to transfer a live voice to an agent and play a message when an answering machine is detected.
8. Compliance abandon is set to 2 seconds in Outbound Settings to be compliant with the TCPA in the U.S.

Additional details:
1. Our agents work out of Microsoft Dynamics with an embedded Genesys client integration via Softphone (AppFoundry partner).
2. Our agents are all remote in the U.S.
3. I've filed tickets with Genesys about delays in time-to-agent and been told that everything is working correctly on the Genesys side.
4. As I understand it, there's no way for me to identify which calls are being classified as compliance abandons so that I can look at specific examples.
#ArchitectureandDesign
#Outbound

------------------------------
Dan Ross
Weld North Education
------------------------------

Let me take a stab and sorry I did not get to this when it was posted.  I try not to let questions go unanswered for more than a few days. 

You are dealing with A LOT of variables here, so the best way to check if you are having issues is to look at the components.  If you take a look at the agent performance, based on your setup, you should see almost no Alerting time nor any Alert No Answer times, especially with the persistent connection and the Always Answer, but worth checking.  Also, look at the Station Errors and any Telephony events in the Operational Console.

Next, you have two websites to deal with.  I would run some test with a site like webpagetest.org or dotcom-tools.com, et al to see the response time of the pages for apps.mypurecloud.com (or your regional URL) and <companyname>.crm.dynamics.com.  Many times, delays in either of the pages can delay the softphone from registering a connection in time. For instance, I just tested both and I got 1.7 seconds for Dynamics and 3.8 sec for Genesys.  That extra 1.8 seconds could be delaying your connect time to agent enough to boost over the compliance abandon.  

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

Original Message:
Sent: 07-01-2022 08:23
From: Dan Ross
Subject: Decreasing Compliance Abandons for Outbound Dialing

Good morning-

I'm at my wit's end trying to figure out a way to reduce our compliance abandons for outbound dialing. It seems that no matter which settings I change or toggle, we're still above where I'd like to be. If anyone has any suggestions, observations, solutions they've implemented, etc., I would be forever grateful for the insights.

Some details on our campaigns:

1. The vast majority of campaigns are between 200 - 400 contacts with a connect rate around 10 - 20%.
2. Our campaign queues typically have 2 - 3 agents in them.
3. We've tried using both progressive and power modes. Power mode is never set above 2 - 3 calls per agent.
4. All phones have persistent connections on.
5. All agents are set to auto-answer.
6. Dialer queues are set to disregard skills and just take the next agent.
7. Campaigns are set to transfer a live voice to an agent and play a message when an answering machine is detected.
8. Compliance abandon is set to 2 seconds in Outbound Settings to be compliant with the TCPA in the U.S.

Additional details:
1. Our agents work out of Microsoft Dynamics with an embedded Genesys client integration via Softphone (AppFoundry partner).
2. Our agents are all remote in the U.S.
3. I've filed tickets with Genesys about delays in time-to-agent and been told that everything is working correctly on the Genesys side.
4. As I understand it, there's no way for me to identify which calls are being classified as compliance abandons so that I can look at specific examples.
#ArchitectureandDesign
#Outbound

------------------------------
Dan Ross
Weld North Education
------------------------------