Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Outbound campaign scheduling rule

    Posted 03-01-2024 16:36

    Use Case:

    Agents have a goal of X number of outbound campaign calls per week.  The scheduled time for campaign calls is 10AM-3PM.  However, the manager does not want to force calls on an agent just because they are idle.  Is there a way to create a rule from Genesys Admin that we could trigger a campaign alert if the agent has been idle for Y number of minutes?  Then trigger the alert?


    #PlatformAdministration

    ------------------------------
    W. Sachen
    ------------------------------


  • 2.  RE: Outbound campaign scheduling rule

    Posted 03-08-2024 22:29

    You could create a wrap-up rule that increments a counter in a data table and then use that data table to skill the calls for agents below amount on the outbound calls using the skill routing..  We call it call capping.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources