Genesys Cloud - Main

Dear Community,

In the outbound campaign, both experienced and trainee agents will be assigned to the same campaign and skill. We require a mechanism to prioritize call distribution so that experienced agents receive a higher volume of calls, while trainee agents receive a lower volume of calls.

Please advise whether there is an available option to control or weight call allocation among agents within the same campaign and skill group.

Regards,

Shaiban

Dear Team,

It would be great if anyone could provide suggestions or recommendations on this.

Regards,

Shaiban

Hi Muhammed,

You may find the below discussion useful as it covers a similar question around outbound campaigns and skill ratings:

https://community.genesys.com/discussion/outbound-campaign-with-skills-and-star-rating

The discussion explains that skill proficiency (star ratings) are not used to prioritize or weight outbound call distribution between agents. Skills are used to determine agent eligibility for the campaign, but once the skill requirements are met, the system does not allocate a higher volume of calls based on proficiency ratings.

The thread also recommends reaching out to @Jonathan Wilford from the Professional Services team for further guidance on this topic.

Hope this helps.