Genesys Cloud - Main

How does an agent go about not dialing a customer. For example, we run on preview mode and before the call is placed, we do a check on the customer's account. There are some cases where we may not want to call the customer, rather dispose of the lead not be to called. I cannot find out how to do this. Skipping the lead simply re-queues.  We are forced to call out and disconnect immediately (still ringing the customer) so that we can wrap up the contact with a status that makes the number / contact un-callable.

One possible solution that comes to mind, is using call rules.  It would be possible to edit a field on the contact, and then either have a wrap-up rule which looks for it and marks the contact uncallable, or have a pre-call rule and look for it to skip the contact.

Hope that helps!

I'm thinking it would need to be a pre-call rule, since the call doesn't go to wrap-up when it is skipped since the call was never place...I think.

I don't know how you would easily flip the flag back if you later want to call that contact again from the same call list, unless you did it through the API.