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.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-01-2024 16:35
From: Wendy Sachen
Subject: Outbound campaign scheduling rule
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
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W. Sachen
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