Looks like there is a way to do this based on Georges response. I actually tested it out and it did work correctly.
I created a Call rule based on the wrap-up category, selected "Call Analysis" as the type, set the disposition to "
disposition.classification.callable.disconnect" and then set my action to just change the name field to something indicating the caller disconnected before an agent answered as a test. I could make the contact not callable or the number and I am sure it would still work just fine. From what I can find these are the system generated wrapups (I added a few that I was able to find myself):
disposition.classification.uncallable.sit
disposition.classification.callable.sit
disposition.classification.callable.busy
disposition.classification.callable.noanswer
disposition.classification.callable.sit
disposition.classification.callable.fax
disposition.classification.callable.disconnect
disposition.classification.callable.machine
disposition.classification.uncallable.notfound
disposition.classification.uncallable.skipped
disposition.classification.callable.person
I found that in a dev forum but it seems as though an actual list from genesys does not exist. I suspect these were found via api on actual live calls that had occurred. I'll probably try to find some more if I get some time, I will post back if I do.
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Kyle Griffin
ConvergeOne, Inc.
Genesys Partner
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Original Message:
Sent: 04-01-2020 09:14
From: George Ganahl
Subject: Marking System based dispositions as uncallable
Have you tried the advice on https://help.mypurecloud.com/articles/add-rule/ for adding a system disposition to a rule?
| Call Analysis | Available in wrap-up rule conditions only. Allows you to perform an action when call analysis detects a busy signal, answering machine, live person, or when no one answers the call. For example, you can set the rule action to schedule a callback in 10 minutes if a line is busy. The Disposition box allows you to select Busy, Machine, No Answer, or Person. In special cases, you may type a free-form call analysis condition instead. For example, you might type disposition.classification.callable.sit. This feature supports any call analysis disposition that PureCloud Edge may return. |
Something like
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 03-31-2020 18:52
From: Michael Shrall
Subject: Marking System based dispositions as uncallable
Original Message------
Hey Michael,
As you mentioned the Wrap-up code mappings are only for user defined wrap-ups so that's not an option. Rules management for a wrap-up type did not help us because system generated wrap-ups are not an options (you can only select agent wrap-up codes). I ran into this problem and we ended up utilizing call attempt limits to get around our situation.
Depending on the exact issue you are having, you might be able to utilize call rules in a different way. You can make pre-call rules based on the contact property, specifically you can make conditions on when the last call attempt occurred. I do know the last attempt field is updated when dialer hits the contact regardless of what system generated wrapup is used. You could possibly mark the contact uncallable based on that. Another option would be to use a rule based on wrap-up codes and invert the condition so if any other wrapup is used besides agent based it, would trigger the rule. The condition could then mark the contact uncalllable or maybe update a different field on the contact list to indicate that a non agent based wrapup was used. Then use a precall rule to check that column the next time the campaign runs with that contact list.
If you are interested in getting this functionality added, there is already an idea about it:
https://purecloud.ideas.aha.io/ideas/CLOUT-I-221
Good luck and I hope you find a solution!
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Kyle Griffin
ConvergeOne, Inc.
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