Welcome Community

Good morning,

Happy Friday from Texas! My Outbound team is trying to run a campaign. It is loaded in Genesys correctly, the agents are skilled to the campaign, and it runs fine. However, the agents do not get the calls, and there is no data that come up in reporting (contacts, interactions, etc). I've tried everything, and still can't get it to work correctly. Any help with this would be greatly appreciated!

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.

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.

Hi Theo,

Sorry to hear you are having issues with your outbound campaign config. Have you had a chance to look under the event viewer to see if it says anything about the contact list being used? If the format of the phone numbers is not correct, this can cause it not to run properly too.

Thanks!