Genesys Cloud - Main

Hi All!

We have agents for one of our queues logged into an outbound campaign, set to preview dial to take advantage of their idle time in between inbound calls to make outbound calls. The issue I'm running into is of course once everyone is assigned an outbound call to make, inbound calls hit the queue, and service levels are taking a hit until they wrap up those outbound calls.

One way to solve this problem would be to assign a time in between preview calls to give time for an inbound call to hit the queue. Is there a way to configure that without adding the required ACW time to the queue? I'd like to avoid sacrificing agent handle time.

Any ideas on how to prevent other than dedicating more agents to inbound?
#Outbound
#Routing(ACD/IVR)

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Maurice Ford
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#Following any ideas or updates you came up with.  we have similar issue.​

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Clayton Curtis
Enova Online Services, Inc.
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So looking at the question I'm interpreting this as - I want to keep my agents idle for some period of time after they have completed an inbound call, rather then presenting them an outbound preview, in case another inbound call comes in

But the real need is - I want agents to take outbound calls when possible while minimizing impact to my inbound SLAs. 

Have you already set the priority for inbound calls?

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Don Huovinen
Genesys - Employees
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Original Message:
Sent: 02-16-2022 14:14
From: Clayton Curtis
Subject: Idle Time Between Preview Dials

#Following any ideas or updates you came up with.  we have similar issue.​

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Clayton Curtis
Enova Online Services, Inc.
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@Maurice Ford Are your inbound IVRs utilizing bots for self service? ​

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Eric Allen
Vervent, Inc.
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You may get some performance benefit to using the priorities like Don mentioned.
i.e. Send the inbound calls to the queue with a much higher priority.
       That should present inbound calls to the agents in-between dialer calls.

You could also limit the campaign by using progressive mode and reducing the number of lines.
   Agents will lose the preview time before the call comes in.

If you are using different workgroups for the inbound/outbound calls I've kicking around the idea of using a data action on the inbound side to switch campaigns.
Using campaign Sequence or maybe the Campaign Schedule to effectively switch my primary campaign "Off" and a secondary campaign "On" during the Inbound Surge.
The Secondary Campaign using a 2nd/3rd Queue  or skills to limit the Outbound Agents on the Campaign.

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Chris Martin
CCS Medical
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