Genesys Cloud - Main

Hi everyone,

I'm trying to set up an outbound campaign system in Genesys Cloud and could use some advice.

Is there a way to make sure agents finish calls from one outbound campaign before moving on to another?

For example, let's say Campaign A and Campaign B are both running at the same time. I'd like an agent to work through all of their assigned calls in Campaign A first, and only after that start receiving calls from Campaign B. In other words, no calls from Campaign B should be sent to that agent until they've completed all their calls from Campaign A. In this situation there could be some agents that have finished their calls for Campaign A and are working on Campaign B, and some agents are still on Campaign A and have not started Campaign B.

Has anyone configured something like this before? Any tips or best practices would be appreciated.

Thanks!

#Outbound

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Luke Wong
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How do you (or the agent) know the agent has finished all his assigned calls in one campaign?

The easiest way to control when an agent starts receiving calls on Campaign B (on a separate queue) is through Queue Activation - don't set the agent to Active in Queue B until done in Queue A.

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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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