Genesys Cloud - Main

Hi,

We have a group which is primarily working on outbound campaign calls, however, they are also skilled on some inbound queues. The problem we're facing is trying to "balance" the number of inbound calls more evenly amongst the group.

We are using Best Available Skills (although everyone has the same priority) and have Routing Includes Agent Presence to distribute calls, so essentially it is basically just allocating calls to whoever has been on Idle the longest.

I have two questions:

1) For outbound agents in a campaign where there are still campaign calls waiting to be handled, why are the agents going to Idle? Surely they get the first campaign call, then as soon as they finish it the next call is distributed to them? Or is there a few seconds gap just for the system to allocate the next campaign call?

2) Does anyone have any clever ideas about how to allocate these calls more evenly? I'm wondering if we can do something with preferred agent, like, for each call could we query the agents in the queue to see who has had the fewest inbound calls and then rank them based on that? So it looks for the agent who has only had one inbound call, if they're not available or logged on it looks for the agent who only has had two... etc. That way, in theory, we might balance a little better?

#Outbound
#Routing(ACD/IVR)

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James Dunn
Pitney Bowes Inc.
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So I created a test campaign today and did some testing. It seems that the Idle period is when the next campaign call is alerting at your station - and even if you have Auto Answer enabled it seems you have to manually accept the next record, which I didn't expect.

So that answers question 1, but I still need to figure out a better way to distribute these calls.

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James Dunn
Pitney Bowes Inc.
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It sounds like you're doing preview campaigns if the calls aren't auto answering, is that correct?  Preview calls aren't normal calls since there's a preview and aren't currently auto answered. 

For number 2, with a preview campaign you can specify a column in the contact list that holds the agent id or email address that you want the lead to go to. You can populate the list so that it's evenly distributed to your agents. https://help.mypurecloud.com/articles/agent-owned-records-for-preview-campaigns-overview/

If you're doing a different dial mode, I can't think of a way to do this without increasing your abandons. 

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Eric Berkshire
New American Funding, LLC
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Original Message:
Sent: 11-09-2023 07:03
From: James Dunn
Subject: Outbound dialer agents handling inbound calls - moving to Idle between calls

So I created a test campaign today and did some testing. It seems that the Idle period is when the next campaign call is alerting at your station - and even if you have Auto Answer enabled it seems you have to manually accept the next record, which I didn't expect.

So that answers question 1, but I still need to figure out a better way to distribute these calls.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi Eric,

Yes, doing preview. I had expected the call record would be "accepted" but the outbound call to the client not actually placed until the agent places the call inside the record itself. But that's ok, not a dealbreaker.

The distribution of calls we're concerned about is inbound calls coming to the same group of agents (on a different queue to the campaign). Basically the problem is that the inbound calls are almost always guaranteed sales and so the agents who get more inbound calls get higher commissions. But because the agents aren't lingering in Idle between calls (because they're getting campaign calls) the distribution is a bit skewed. Some agents are getting a ton more inbound calls, either as they're somehow manipulating their status or because of coincidence.

I'm trying now to build some data actions to retrieve the count of each agent's inbound calls that day, which I'll then sort somehow and take the bottom few agents to be as prioritised using Preferred Agent.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Original Message:
Sent: 11-09-2023 08:52
From: Eric Berkshire
Subject: Outbound dialer agents handling inbound calls - moving to Idle between calls

It sounds like you're doing preview campaigns if the calls aren't auto answering, is that correct?  Preview calls aren't normal calls since there's a preview and aren't currently auto answered. 

For number 2, with a preview campaign you can specify a column in the contact list that holds the agent id or email address that you want the lead to go to. You can populate the list so that it's evenly distributed to your agents. https://help.mypurecloud.com/articles/agent-owned-records-for-preview-campaigns-overview/

If you're doing a different dial mode, I can't think of a way to do this without increasing your abandons. 

------------------------------
Eric Berkshire
New American Funding, LLC
------------------------------


Original Message:
Sent: 11-09-2023 07:03
From: James Dunn
Subject: Outbound dialer agents handling inbound calls - moving to Idle between calls

So I created a test campaign today and did some testing. It seems that the Idle period is when the next campaign call is alerting at your station - and even if you have Auto Answer enabled it seems you have to manually accept the next record, which I didn't expect.

So that answers question 1, but I still need to figure out a better way to distribute these calls.

------------------------------
James Dunn
Pitney Bowes Inc.