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  • 1.  Outbound Campaign - Dynamic Queueing sorting

    Posted 02-20-2024 06:13
    Edited by David Fradejas Tomás 02-20-2024 06:22

    Hi experts!

    I have this use case:

    Progressive Outbound Campaign with call analysis and transfer to outbound flow action, prior to agent.

    If an agent want to schedule a callback for a record, I can't use the Genesys Callback Out-of-the-box that has GCloud, because Customer doesn't want a preview mode for none of the calls. So there is no other option rather than reschedule the record of the contact list to the datetime requested by final customer, and use rules for prevent dialing that record prior to time scheduled. And also I need for that records to be prioritized rather than normal CL records.

    To achive this, I have created a campaign with dynamic sorting in a calling list( aka CL), but it is not working as expected.
    The dynamic sorting is based on a field of the CL (Data5) of type Timestamp.

    No initial ordering of the calling list is set.
    When the first load of records is done in the CL, the Data5 field has no value (empty). 

    I begin the campaign, and as I process records from my CL, I update the Data5 field to a date value that complies with the ISO standard format YYYY-MM-dd'T'T'HH:mm'Z'.required, as indicated in the documentation( https://help.mypurecloud.com/articles/create-new-contact-list/) in section 14d.

    As I understand, If I update the Data5 with a valid timestamp value, and at the end I encode that contact, with a "callable" end, the system should dynamically reorder the records, and in the next call, give me the same record, because it is a record whose field "Data5" already has a date value. However, the system offers me the next record of my CL that does not have the Data5 field filled. 

    Is this a misconception, is there something I am not interpreting properly?

    Thanks.


    #Outbound

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    David Fradejas Tomás
    Sabio Ibérica, S.A.
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  • 2.  RE: Outbound Campaign - Dynamic Queueing sorting

    GENESYS
    Posted 03-05-2024 12:00

    Hi David, 

    Your question has been answered on the newest Q&A show at minute mark 21:13. Hope this helps!



    ------------------------------
    Nicole Milliken
    Genesys - Employees
    ------------------------------



  • 3.  RE: Outbound Campaign - Dynamic Queueing sorting

    Posted 03-05-2024 13:17

    Hi @Nicole,

    May you kindly share with me the link?



    ------------------------------
    David Fradejas Tomás
    Sabio Ibérica, S.A.
    ------------------------------



  • 4.  RE: Outbound Campaign - Dynamic Queueing sorting

    GENESYS
    Posted 03-05-2024 13:20

    You can watch it at the top of the Genesys Cloud community page :)



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    Nicole Milliken
    Genesys - Employees
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  • 5.  RE: Outbound Campaign - Dynamic Queueing sorting

    Posted 03-05-2024 17:39

    Thank you very much for choosing my question, and of course the answer from George Ganahl himself😃



    ------------------------------
    David Fradejas Tomás
    Sabio Ibérica, S.A.
    ------------------------------



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