Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Effective Idle Agents - Outbound Campaign

    Posted 01-25-2019 15:44
    No replies, thread closed.
    Can anyone clarify this section for me on this page:

    Campaigns dashboard page - PureCloud Resource Center

    Effective Idle Agents The portion of idle agents that are dedicated to this campaign.

    If I am reading this right, if you have 10 agents in 2 different outbound campaigns, all 10 are on a call.
    One person gets off a call that is in both campaigns, they will be counted as .5 effective idle agent?

    If that is correct, will purecloud not serve up a callback to them until there is 1+ effective idle agents?

    We are battling an issue where we have 1000+ calls in two different preview mode outbound campaigns, our agents are saying they are idle after calls and there is no way they should be.  I observed Effective Idle Agents = .5 so it makes me think it has to be 1+ to serve up a call.
    #Outbound

    ------------------------------
    Jeremy Lee
    ------------------------------


  • 2.  RE: Effective Idle Agents - Outbound Campaign

    Posted 01-28-2019 09:47
    No replies, thread closed.
    Here's the info I got back from Development:

    For preview every time an agent goes available we should place a call for them from some campaign they are on as long the campaigns have records left. It sounds like [you] may need to create a support case if that is not what [you] are seeing. These calls won't be placed until the agent is done with their previous call though, so there may be a short window of idle time while the next callback gets created and routed to them.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


Related Content