Mike.Chavez | 2019-07-05 17:30:52 UTC | #1
Hello, we are running into a wall on how to get some functionality implemented in the PureCloud system. Here is our desired scenario.
The basic functionality of our desired call flow is that any leads we designate as soft handles (Preview Mode or no more aggressive than Progressive Mode) get 100 % priority over leads we designate as needing to be handled more aggressively (being called in Power Mode).
We currently have implemented this by creating two campaigns, Conservative and Aggressive. We need any leads queued up to the Conservative Campaign be called before any leads in the Aggressive Campaign. All agents will be assigned to queues belonging to both campaigns at all times and should be dynamically assigned based on if the Conservative campaign has leads.
The daily workflow will be that the Aggressive Campaign will always have leads to call. Based on the lead volume the Conservative Campaign will be exhausted from time to time with new leads being queued up sporadically throughout the day.
We currently have our Conservative Campaign running both Preview and Progressive dialing modes and using a pre-call ruleset to call certain leads in preview based on a column on the contact.
We have tried implementing a single campaign with the same set up as above, but the same ruleset does not allow switching from Power/Predictive to either Preview or Progressive modes.
The main problem we are facing with the multiple campaigns is that we haven't found any means of having to assign a priority for agent assignment since the main goal would be having the campaigns set to Always Running since they will always be receiving leads.
Any ideas on how to implement this.
The best idea we could come up with would be to build a monitor that checks the Conservative Campaign status and when leads are in there turn it on while turning off the Aggressive Campaign and then once it's exhausted flip states. The big problem with this is that we'll end up reducing the effectiveness of our Agents while they wait for calls to drain from the Aggressive Campaign before being reallocated to the Conservative Campaign.
anon35336826 | 2019-07-08 14:36:05 UTC | #2
Hi Mr. Chavez,
Currently, Outbound dialing doesn't support prioritizing campaigns in this way, where one campaign has absolute priority over the other, but you could implement something similar in this way:
- Set your Conservative campaign to the following:
- Progressive dialing
- Priority 5 (this will make it most likely to dial first, but it may not always dial first)
- always-running (the campaign will not complete when it runs out of contacts, and new contacts added to its list will be queued immediately)
- You could use the preview mode column on the contact list to determine preview dials, instead of a rule set. See Step 18 in Create a new contact list.
- Set your Aggressive campaign to the following:
- Power dialing
- Priority 1 (this will make it least likely to dial first, but it may sometimes dial first)
- If you want to be certain that new leads on the Conservative campaign are dialed first, you could use a campaign rule:
- Condition 1: Progress of the Conservative campaign < 100%
- Action 1: Turn off the Aggressive campaign
- Condition 2: Progress of the Conservative campaign = 100%
- Action 2: Turn on the Aggressive campaign
Thank you,
Mike.Chavez | 2019-07-09 16:50:47 UTC | #3
Hello Mr. Carter
I was afraid of that. We've tried something somewhat similar, without luck but the differences here look like they'll work. This setup looks better than what we were going to build.
Do you know how often the Campaign Rules poles for status? Is it real-time or does it check every X seconds?
anon35336826 | 2019-07-15 15:57:23 UTC | #4
It's real-time.
system | 2019-08-15 16:03:54 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 5501