Genesys Cloud CX

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  • 1.  How to Set Skill based routing in Progressive dialing for Oubtound Campaign

    Posted 10-14-2022 10:24
    Hi Team,

    I need some clarification. In the outbound campaign we are using Progressive dialing, mapping queue as well in that queue 5 agents available. In queue setting we set best available skills. how to send skills in campaign or how to use skill-based routing in outbound call.
    #Outbound
    #Routing(ACD/IVR)

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    Saravanan D
    Individual Only Contact Account
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  • 2.  RE: How to Set Skill based routing in Progressive dialing for Oubtound Campaign

    Posted 10-15-2022 18:25
    Tricky question here.  Genesys does not have true skills-based dialing where it dials based on skills of available agents - that is something they are working on.  Now, you can set a skill using a pre-call rule that has an action of:
    Route Call Based on Skills-route call to agent with best matching skills.
    That will set the skill on the call when transferring to agents.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: How to Set Skill based routing in Progressive dialing for Oubtound Campaign

    GENESYS
    Posted 12-06-2022 05:25

    Hello Saravanan,

    The Genesys User Experience (UX) Research team is running a study around the topic of Inbound and Outbound campaigns.

    ABOUT THE STUDY:   

    • Date: from December 1st to 16th
    • Type of study: video chat with one of our researchers 
    • Length: 45 minutes
    • Location: Remote – via Zoom 
    • Your reward: $75 USD or 5,000 GCAP Points, 1-2 weeks after participation

          

    TO PARTICIPATE, COMPLETE THE FORM BELOW 👇

    https://app.smartsheet.com/b/form/b0b0843fa7194654aeafdde4e87a4758

     

    If you're selected to participate, we'll email you more details about the study and set a time for your session. 

       

    IF YOU STILL HAVE QUESTIONS:   

    Email us at SponsorUserProgram@genesys.com

        

    We look forward to meeting with you!  

     

    Best,

    UX Research Team



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    Lais Freitas
    Genesys - Employees
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