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

#Outbound

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Muhammed Shaibant
x
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Dear Team,

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

Regards,

Shaiban

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Muhammed Shaibant
x
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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.

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Phaneendra
Technical Solutions Consultant
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Hi,

Sometime ago, I open a case asking something similar even I post in community my case. Support direct me to the same articule @Phaneendra Avatapalli has shared. Using a normal campaign, with a queue set to evaluate best skill should work partially your case @Muhammed Shaibant, in this setting having 3 agents one skill A (Advanced 5, Medium 3, Junior 1) the dialer when a human answer is detected will assign  the agent with skill A 5 stars first (advanced agent), the next call will go to medium agent and finally to the novice agent. But in any case will hold calls to favor best skilled agents. I have not test it yet this.

If you want to deliver calls to specific agents with specific skill, then you should use Skill-dialed based campaigns. In this setting, each contact has column that indicate which skill should serve this contact, so the dialer will not dial the contact until an agent with required skill is available. So you can distribute contact between agents according to your needs. For more info check https://help.genesys.cloud/articles/skills-based-dialing/.

So far , I have not found more options.

Hope, this helps you

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Saugort Dario Garcia
Arquitecto de soluciones
e-Contact
https://www.e-contact.cl/
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Original Message:
Sent: 06-22-2026 06:06
From: Phaneendra Avatapalli
Subject: Outbound Campaign Requirement: Prioritized Call Routing for Experienced Agents

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.

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Phaneendra
Technical Solutions Consultant
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Hello @Muhammed Shaibant

As far as I know, skills are primarily used to determine agent eligibility for a campaign rather than to prioritize call distribution among eligible agents. Once agents meet the required skill criteria, I am not aware of a native mechanism that would allocate a higher volume of outbound calls to specific agents within the same campaign based on experience level or skill proficiency.

However, I have implemented a similar approach for a customer who wanted calls from specific regions in Brazil to be handled by dedicated groups of agents.

In that case, we used a single contact list and created separate campaigns with filters to segment the records and route them to different agent groups/queues. While it was not true agent-level weighting, it allowed us to influence how contacts were distributed among different teams.

One thing to be careful about if you choose this approach is the campaign filter design. Since we were using the same contact list, the filters had to be mutually exclusive. A mistake in the filter logic could result in contacts from one segment becoming eligible for another campaign or agent group, which could lead to unexpected dialing behavior.

Perhaps a similar approach could help here by splitting experienced and trainee agents into separate campaigns and using filters to control how many contacts are assigned to each group.

I'm not sure if this fully addresses your use case, but I wanted to share the approach in case it helps. If you've found another solution or receive additional insights, I'd be interested to hear about them as well.

I hope this helps!

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Raphael Poliesi
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Hey Mohammed

As mentioned in other responses, the eligibility for a Skill-Campaign Call is binary and there is no proficiency,

So, on the face of it there is no way to make proficiency.

But I would say that the more suitable answer for your case can very on multiple variables, I'll try to give my perspective:

fact 1: in the Campaign level there is no proficiency, there for if the Agent has the skill, the Campaign will dial for him

fact 2: on the Queue level there is multiple ways to route higher volume of calls to more proficient Agents

(if this is too elaborated use AI to summarize it)

According to the above facts, there is to strategies that you can take:

1. create two campaigns that dial for different Queues and direct them to the same Contact List with filters and give the Campaign that monitors the more proficient Agents higher priority. - this strategy involve more artifacts and more management but will address the need very effectively and very precisely.
2. keep one Campaign that monitors one Queue, and make adjustments on the Queue level

For strategy 2, there are few ways to do it, I would ask:

a. is it simple one call per Agent Campaign or is it Power\Predictive Campaign

b. does the Contact List is High quality and we expect each contact to answer we expect something like only one of each 5 calls being answered by the contact

If for its one call per Agent and it's high quality CL I would recommend sticking with Strategy 1 of two Campaigns for two different Queues (the two Campaigns can actually monitor one Queue but with two different Skills)

If its multiple calls per Agent or if the CL is low Quality (only one out of 3-4 calls is answered by the Contact):

You can keep one Campaign and make adjustments on the Q.

the simplest way is to set the Routing on the Q to "Best available skills", thus, yes the Campaign will equally dial for proficient and not proficient Agents, but when the calls will arrive to the Queue, they will be routed to the most proficient Agent, yes the Call was dialed for Agent A, but when the Calls arrives to the Q, if more proficient Agent is Available, the Q will route it to the more proficient one, thus statistically you will have more calls routed to the more proficient Agents - this way is maybe the best because you don't add any artifacts or complexity to you Dialer

The following ways to adjust the Q are relevant on only if the all the Agents in the Q that the Campaign monitors are eligible for Campaign Calls, if the Q also have members that aren't eligible for Campaign Calls the following adjustments are not relevant:

you can use "Conditional Group Activation (CGA)" Conditional Group Activation overview - Genesys Cloud Resource Center

and put only the proficient Agents in the first Group that gets the Calls - this involves more artifacts and complexity

you can also use simple bullseye routing, and set the more proficient Agent in the first ring -- this involves more artifacts and complexity

Finally, I bet that if you will think about it even more thoroughly you will find more ways

Best regards, 

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Shahar Leonard
Genesys Cloud Professional Certified
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