Genesys Cloud - Main

Hi!

Could you share a few more details about your Outbound configuration?

Which dialing mode are you using (Preview, Progressive, Power, Predictive, or Agentless)?

Which Outbound Site is associated with the campaign?

Are you dialing through an Edge or using Cloud Media?

This information will help narrow down where the issue might be.

My OB team is running it as agentless, which I don't know if that should be or not, since it is going by the skills and stars. We are using Edge. The voice team looked into it, and got it somewhat working. They said it was an incorrect contact list (which I find weird because they are the ones that supply it to my OB team). We finally got some interactions, but when running a report, I saw the interactions, but nothing else is populated. Dials, Dial Abandon Rate, Campaign Connect Rate, etc are all blank. Unsure if that should be the case since it is running agentless? We are coming from Verint where we ran campaigns as agentless, but we had info regarding dials, etc.

Hi!

Could you share a few more details about your Outbound configuration?

Which dialing mode are you using (Preview, Progressive, Power, Predictive, or Agentless)?

Which Outbound Site is associated with the campaign?

Are you dialing through an Edge or using Cloud Media?

This information will help narrow down where the issue might be.

Thanks for the update.

I think the initial issue with the contact list could definitely have been caused by the phone number format. I've seen this happen before where the team providing the mailing assumes the platform accepts any phone number format, but the numbers don't match the dialing format expected by Genesys Cloud.

For the reporting issue you're seeing now, I would first review the campaign configuration before opening a support case. I found a few documentation articles that may help with the analysis:

Create an Agentless Campaign
https://help.genesys.cloud/articles/create-agentless-campaign/

Campaign Properties by Dialing Mode
https://help.genesys.cloud/articles/campaign-properties-dialing-mode/

Skills-based Dialing
https://help.genesys.cloud/articles/skills-based-dialing/

Call Analysis Response Set (CARS)
https://help.genesys.cloud/articles/call-analysis-response-page/

Campaign Dashboard
https://help.genesys.cloud/articles/campaigns-dashboard-page/

Dialing Modes
https://help.genesys.cloud/articles/dialing-modes/

I would review whether Agentless is the right dialing mode for your use case, how skills are being used, and whether the CARS and Outbound Flow configuration could explain why the campaign metrics aren't being populated.

If everything looks correct and you still can't identify why metrics such as Dials, Campaign Connect Rate, and Dial Abandon Rate remain blank, I'd open a Customer Care case so the team can investigate the campaign configuration and reporting in more detail.

https://genesys.my.site.com/customercare

Hopefully this helps. Let us know what you find. I'm curious to know what the root cause turns out to be.

My OB team is running it as agentless, which I don't know if that should be or not, since it is going by the skills and stars. We are using Edge. The voice team looked into it, and got it somewhat working. They said it was an incorrect contact list (which I find weird because they are the ones that supply it to my OB team). We finally got some interactions, but when running a report, I saw the interactions, but nothing else is populated. Dials, Dial Abandon Rate, Campaign Connect Rate, etc are all blank. Unsure if that should be the case since it is running agentless? We are coming from Verint where we ran campaigns as agentless, but we had info regarding dials, etc.

Hi!

Could you share a few more details about your Outbound configuration?

Which dialing mode are you using (Preview, Progressive, Power, Predictive, or Agentless)?

Which Outbound Site is associated with the campaign?

Are you dialing through an Edge or using Cloud Media?

This information will help narrow down where the issue might be.

Hi Raphael

It is somewhat working correctly now. Our voice team takes care of the campaign, and all they told me was that they uploaded a new contact list.  I'm sure that is not the only change that they did, they just won't tell me. Anyway, I found the articles you gave me extremely helpful. I do not believe agentless is the way to go, and we do not have the dynamic queuing filter turned on, which I think it should be.  Back to Agentless for a second, we are using the skills/stars for this campaign, we have people skilled to it. Which dialing method is recommended? 

Once again I appreciate your help and everyone's help with this! 

Thanks for the update.

I think the initial issue with the contact list could definitely have been caused by the phone number format. I've seen this happen before where the team providing the mailing assumes the platform accepts any phone number format, but the numbers don't match the dialing format expected by Genesys Cloud.

For the reporting issue you're seeing now, I would first review the campaign configuration before opening a support case. I found a few documentation articles that may help with the analysis:

Create an Agentless Campaign
https://help.genesys.cloud/articles/create-agentless-campaign/

Campaign Properties by Dialing Mode
https://help.genesys.cloud/articles/campaign-properties-dialing-mode/

Skills-based Dialing
https://help.genesys.cloud/articles/skills-based-dialing/

Call Analysis Response Set (CARS)
https://help.genesys.cloud/articles/call-analysis-response-page/

Campaign Dashboard
https://help.genesys.cloud/articles/campaigns-dashboard-page/

Dialing Modes
https://help.genesys.cloud/articles/dialing-modes/

I would review whether Agentless is the right dialing mode for your use case, how skills are being used, and whether the CARS and Outbound Flow configuration could explain why the campaign metrics aren't being populated.

If everything looks correct and you still can't identify why metrics such as Dials, Campaign Connect Rate, and Dial Abandon Rate remain blank, I'd open a Customer Care case so the team can investigate the campaign configuration and reporting in more detail.

https://genesys.my.site.com/customercare

Hopefully this helps. Let us know what you find. I'm curious to know what the root cause turns out to be.

My OB team is running it as agentless, which I don't know if that should be or not, since it is going by the skills and stars. We are using Edge. The voice team looked into it, and got it somewhat working. They said it was an incorrect contact list (which I find weird because they are the ones that supply it to my OB team). We finally got some interactions, but when running a report, I saw the interactions, but nothing else is populated. Dials, Dial Abandon Rate, Campaign Connect Rate, etc are all blank. Unsure if that should be the case since it is running agentless? We are coming from Verint where we ran campaigns as agentless, but we had info regarding dials, etc.

Hi!

Could you share a few more details about your Outbound configuration?

Which dialing mode are you using (Preview, Progressive, Power, Predictive, or Agentless)?

Which Outbound Site is associated with the campaign?

Are you dialing through an Edge or using Cloud Media?

This information will help narrow down where the issue might be.

Since you're using skills and agents, I probably wouldn't start with Predictive right away unless the campaign already has enough agents and a stable contact volume.

Personally, I'd begin with Progressive. It gives you the opportunity to validate the campaign behavior, skills-based routing, and reporting while keeping the abandonment rate low.

Once you're confident everything is working as expected, you could consider switching to Predictive to improve agent utilization and overall efficiency. In fact, you can even automate this using Campaign Rules. For example, you could start in Progressive and configure a rule to automatically switch to Predictive once the campaign reaches around 30% of the contact list (or whatever threshold makes sense for your business). That way, you validate the campaign first and optimize it as it progresses.

I'd also review whether Dynamic Queueing should be enabled. Since you're using skills-based dialing, it helps ensure contacts are matched with qualified available agents before they're dialed.

Out of curiosity, approximately how many agents are assigned to this campaign?

Hi Raphael

It is somewhat working correctly now. Our voice team takes care of the campaign, and all they told me was that they uploaded a new contact list.  I'm sure that is not the only change that they did, they just won't tell me. Anyway, I found the articles you gave me extremely helpful. I do not believe agentless is the way to go, and we do not have the dynamic queuing filter turned on, which I think it should be.  Back to Agentless for a second, we are using the skills/stars for this campaign, we have people skilled to it. Which dialing method is recommended? 

Once again I appreciate your help and everyone's help with this! 

Thanks for the update.

I think the initial issue with the contact list could definitely have been caused by the phone number format. I've seen this happen before where the team providing the mailing assumes the platform accepts any phone number format, but the numbers don't match the dialing format expected by Genesys Cloud.

For the reporting issue you're seeing now, I would first review the campaign configuration before opening a support case. I found a few documentation articles that may help with the analysis:

Create an Agentless Campaign
https://help.genesys.cloud/articles/create-agentless-campaign/

Campaign Properties by Dialing Mode
https://help.genesys.cloud/articles/campaign-properties-dialing-mode/

Skills-based Dialing
https://help.genesys.cloud/articles/skills-based-dialing/

Call Analysis Response Set (CARS)
https://help.genesys.cloud/articles/call-analysis-response-page/

Campaign Dashboard
https://help.genesys.cloud/articles/campaigns-dashboard-page/

Dialing Modes
https://help.genesys.cloud/articles/dialing-modes/

I would review whether Agentless is the right dialing mode for your use case, how skills are being used, and whether the CARS and Outbound Flow configuration could explain why the campaign metrics aren't being populated.

If everything looks correct and you still can't identify why metrics such as Dials, Campaign Connect Rate, and Dial Abandon Rate remain blank, I'd open a Customer Care case so the team can investigate the campaign configuration and reporting in more detail.

https://genesys.my.site.com/customercare

Hopefully this helps. Let us know what you find. I'm curious to know what the root cause turns out to be.

My OB team is running it as agentless, which I don't know if that should be or not, since it is going by the skills and stars. We are using Edge. The voice team looked into it, and got it somewhat working. They said it was an incorrect contact list (which I find weird because they are the ones that supply it to my OB team). We finally got some interactions, but when running a report, I saw the interactions, but nothing else is populated. Dials, Dial Abandon Rate, Campaign Connect Rate, etc are all blank. Unsure if that should be the case since it is running agentless? We are coming from Verint where we ran campaigns as agentless, but we had info regarding dials, etc.

Hi!

Could you share a few more details about your Outbound configuration?

Which dialing mode are you using (Preview, Progressive, Power, Predictive, or Agentless)?

Which Outbound Site is associated with the campaign?

Are you dialing through an Edge or using Cloud Media?

This information will help narrow down where the issue might be.

Hi Raphael,

I appreciate your response. To answer your question, we have 12 agents assigned to the campaign. 

Thanks!

Theo

Since you're using skills and agents, I probably wouldn't start with Predictive right away unless the campaign already has enough agents and a stable contact volume.

Personally, I'd begin with Progressive. It gives you the opportunity to validate the campaign behavior, skills-based routing, and reporting while keeping the abandonment rate low.

Once you're confident everything is working as expected, you could consider switching to Predictive to improve agent utilization and overall efficiency. In fact, you can even automate this using Campaign Rules. For example, you could start in Progressive and configure a rule to automatically switch to Predictive once the campaign reaches around 30% of the contact list (or whatever threshold makes sense for your business). That way, you validate the campaign first and optimize it as it progresses.

I'd also review whether Dynamic Queueing should be enabled. Since you're using skills-based dialing, it helps ensure contacts are matched with qualified available agents before they're dialed.

Out of curiosity, approximately how many agents are assigned to this campaign?

Hi Raphael

It is somewhat working correctly now. Our voice team takes care of the campaign, and all they told me was that they uploaded a new contact list.  I'm sure that is not the only change that they did, they just won't tell me. Anyway, I found the articles you gave me extremely helpful. I do not believe agentless is the way to go, and we do not have the dynamic queuing filter turned on, which I think it should be.  Back to Agentless for a second, we are using the skills/stars for this campaign, we have people skilled to it. Which dialing method is recommended? 

Once again I appreciate your help and everyone's help with this! 

Thanks for the update.

I think the initial issue with the contact list could definitely have been caused by the phone number format. I've seen this happen before where the team providing the mailing assumes the platform accepts any phone number format, but the numbers don't match the dialing format expected by Genesys Cloud.

For the reporting issue you're seeing now, I would first review the campaign configuration before opening a support case. I found a few documentation articles that may help with the analysis:

Create an Agentless Campaign
https://help.genesys.cloud/articles/create-agentless-campaign/

Campaign Properties by Dialing Mode
https://help.genesys.cloud/articles/campaign-properties-dialing-mode/

Skills-based Dialing
https://help.genesys.cloud/articles/skills-based-dialing/

Call Analysis Response Set (CARS)
https://help.genesys.cloud/articles/call-analysis-response-page/

Campaign Dashboard
https://help.genesys.cloud/articles/campaigns-dashboard-page/

Dialing Modes
https://help.genesys.cloud/articles/dialing-modes/

I would review whether Agentless is the right dialing mode for your use case, how skills are being used, and whether the CARS and Outbound Flow configuration could explain why the campaign metrics aren't being populated.

If everything looks correct and you still can't identify why metrics such as Dials, Campaign Connect Rate, and Dial Abandon Rate remain blank, I'd open a Customer Care case so the team can investigate the campaign configuration and reporting in more detail.

https://genesys.my.site.com/customercare

Hopefully this helps. Let us know what you find. I'm curious to know what the root cause turns out to be.

My OB team is running it as agentless, which I don't know if that should be or not, since it is going by the skills and stars. We are using Edge. The voice team looked into it, and got it somewhat working. They said it was an incorrect contact list (which I find weird because they are the ones that supply it to my OB team). We finally got some interactions, but when running a report, I saw the interactions, but nothing else is populated. Dials, Dial Abandon Rate, Campaign Connect Rate, etc are all blank. Unsure if that should be the case since it is running agentless? We are coming from Verint where we ran campaigns as agentless, but we had info regarding dials, etc.

Hi!

Could you share a few more details about your Outbound configuration?

Which dialing mode are you using (Preview, Progressive, Power, Predictive, or Agentless)?

Which Outbound Site is associated with the campaign?

Are you dialing through an Edge or using Cloud Media?

This information will help narrow down where the issue might be.

My OB team is running it as agentless, which I don't know if that should be or not, since it is going by the skills and stars. We are using Edge. The voice team looked into it, and got it somewhat working. They said it was an incorrect contact list (which I find weird because they are the ones that supply it to my OB team). We finally got some interactions, but when running a report, I saw the interactions, but nothing else is populated. Dials, Dial Abandon Rate, Campaign Connect Rate, etc are all blank. Unsure if that should be the case since it is running agentless? We are coming from Verint where we ran campaigns as agentless, but we had info regarding dials, etc.

Hi!

Could you share a few more details about your Outbound configuration?

Which dialing mode are you using (Preview, Progressive, Power, Predictive, or Agentless)?

Which Outbound Site is associated with the campaign?

Are you dialing through an Edge or using Cloud Media?

This information will help narrow down where the issue might be.