Genesys Cloud - Main

Does anybody knows if Genesys Cloud has the features how our Contact Center achieve our goals?

We have multiple campaigns with average of 20 agents and estimate 10k to 20k records to dial. Some with 1 attempt and others with 2 attempts. Most of them are time sensitive because we have a second campaign (1st- 'Thank You' campaign and 2nd - Fundraising campaign) and to follow up with email after how many days if customers didn't engage.

1. we have campaigns where we load new records everyday.

- we want to make sure those that have the oldest load date and time should be dialed before those with newer load dates and times for each campaign. This applies to ALL campaigns.
2. How to make sure not to dial a contact from the second campaign (follow-up) if they have not been dialed on the corresponding campaign.

Thank you

#Outbound

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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
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Wow!  Quite a request. 

First, I suggest a JIT (just in time) campaign that is always running with a priority of 5 that would allow you to call contacts immediately when you use the API to insert new records.  

Then for the other ones, use a campaign with sort ascending on the date you inserted into the contacts (you will need a column for this) and a priority of 3.   Use a Wrap-up rule that says when you actually contact the number, mark as uncallable and use a Data Action in the rule to create the same contact in the Follow-up contact list.  

Create a Follow-up campaign with same sorting, but have a priority of 1 or 2 and same sorting.  You can set a pre-call rule to look at the insert date and not call for a few days or weeks after it is inserted.  

This is all VERY high level, but if you have questions, would be happy to step you through this.

Hi Robert,

Excellent! Your recommendation is greatly appreciated! 

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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
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Original Message:
Sent: 05-24-2022 23:10
From: Robert Wakefield-Carl
Subject: Outbound Campaign Sorting and Priority

Wow!  Quite a request.

First, I suggest a JIT (just in time) campaign that is always running with a priority of 5 that would allow you to call contacts immediately when you use the API to insert new records.

Then for the other ones, use a campaign with sort ascending on the date you inserted into the contacts (you will need a column for this) and a priority of 3.   Use a Wrap-up rule that says when you actually contact the number, mark as uncallable and use a Data Action in the rule to create the same contact in the Follow-up contact list.

Create a Follow-up campaign with same sorting, but have a priority of 1 or 2 and same sorting.  You can set a pre-call rule to look at the insert date and not call for a few days or weeks after it is inserted.

This is all VERY high level, but if you have questions, would be happy to step you through this.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
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