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  • 1.  Has anyone been able to BLEND inbound and outbound successfully?

    Posted 02-27-2017 18:31
    No replies, thread closed.

    I'm trying to eliminate the need to staff inbound separately from outbound.  Can inbound calls be given a priority over outbound if a call comes in?



  • 2.  RE: Has anyone been able to BLEND inbound and outbound successfully?

    Posted 03-01-2017 13:31
    No replies, thread closed.

    It is possible to blend Inbound and Outbound today.  The best way to do this, is to bump the "Priority" on inbound calls as they flow through your IVR.  That way, an inbound call will generally be given priority over outbound calls (with the exception being outbound calls which have been waiting long enough would eventually exceed the score of a new inbound call).

     

    From an Outbound perspective, it will increase chances of abandons (since we could have just placed calls for an agent that suddenly took an inbound call), but this will balance itself out by the pace of dialing automatically adjusting (to slow down) if that occurs.

     

    Hope that helps!