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Does anyone have a sample excel or csv file that they would be willing to share that can be used for an outbound dialer campaign which needs to be specific to an agent? I can pull data for one agent and make the list, or I can create a list with multiple agents, where agent is a column in the table.  Pulling the data is not my issue, it's how to get a campaign to work where the calls go to a specific agent.   I can get a simple file to work with no agent column, but it directs the voice calls to the queue I selected, not to the specific agent.  I am struggling to get this to work, and the user docs are not very helpful.  Or if you know of a training video that might help me that would be great as well.  I am trying to put together a demo of how outbound dialer campaign would work from our company.  Thank you.

Hi Wendy,

I would suggest you raise an idea for agent level routing for dialler, as I don't think that is the intended use case.

What do you do if an agent calls in sick, or goes on leave for a week, do those calls just not get called? What about just going on lunch and there is 5 other staff with no more calls and the staff out to lunch has a bunch to do. This is why we have queue routing, to spread the workload out amongst available staff. You would almost be better of not using a dialer at all for this use case. 

Having said that, unless anyone else knows some interesting ways of doing this, and maybe some of the new template and filter features might help this along, but

Currently you would need a separate queue, and separate campaign for each agent. Once Skill routing for campaigns is in (on the roadmap https://genesyscloud.ideas.aha.io/ideas/OTB-I-41) At which point you would need 1 skill per agent. And then set the skill in a precall rule based on a contact list column

Does anyone have a sample excel or csv file that they would be willing to share that can be used for an outbound dialer campaign which needs to be specific to an agent? I can pull data for one agent and make the list, or I can create a list with multiple agents, where agent is a column in the table.  Pulling the data is not my issue, it's how to get a campaign to work where the calls go to a specific agent.   I can get a simple file to work with no agent column, but it directs the voice calls to the queue I selected, not to the specific agent.  I am struggling to get this to work, and the user docs are not very helpful.  Or if you know of a training video that might help me that would be great as well.  I am trying to put together a demo of how outbound dialer campaign would work from our company.  Thank you.

There are a couple if ways and a third in Beta.  First you can use agent-owned campaigns, but only works for preview campaigns.   Then you could use a column with the agents name a use a preview to check agent availability based on that skill.  Third, true skills-based routing is in Beta which will only dial if an agent with the skill is available.   Let me know if you need more information about any of these options.

Hi Wendy,

I would suggest you raise an idea for agent level routing for dialler, as I don't think that is the intended use case.

What do you do if an agent calls in sick, or goes on leave for a week, do those calls just not get called? What about just going on lunch and there is 5 other staff with no more calls and the staff out to lunch has a bunch to do. This is why we have queue routing, to spread the workload out amongst available staff. You would almost be better of not using a dialer at all for this use case. 

Having said that, unless anyone else knows some interesting ways of doing this, and maybe some of the new template and filter features might help this along, but

Currently you would need a separate queue, and separate campaign for each agent. Once Skill routing for campaigns is in (on the roadmap https://genesyscloud.ideas.aha.io/ideas/OTB-I-41) At which point you would need 1 skill per agent. And then set the skill in a precall rule based on a contact list column

Does anyone have a sample excel or csv file that they would be willing to share that can be used for an outbound dialer campaign which needs to be specific to an agent? I can pull data for one agent and make the list, or I can create a list with multiple agents, where agent is a column in the table.  Pulling the data is not my issue, it's how to get a campaign to work where the calls go to a specific agent.   I can get a simple file to work with no agent column, but it directs the voice calls to the queue I selected, not to the specific agent.  I am struggling to get this to work, and the user docs are not very helpful.  Or if you know of a training video that might help me that would be great as well.  I am trying to put together a demo of how outbound dialer campaign would work from our company.  Thank you.

Robert,

Can you share with me more information on setting up the agent-owned campaign.  I have been trying to get that to work and keep getting error messages:

One or more invalid agents have been specified for an agent-owned contact in the contact list "[Deleted Contact List]".  OR

Failed to import for the contact list "Wendy Demo 2" because the custom id was invalid.

I am all over the place in the user docs and just need to understand the minimum requirements to configure agent-owned and what is required in the list.

There are a couple if ways and a third in Beta.  First you can use agent-owned campaigns, but only works for preview campaigns.   Then you could use a column with the agents name a use a preview to check agent availability based on that skill.  Third, true skills-based routing is in Beta which will only dial if an agent with the skill is available.   Let me know if you need more information about any of these options.

Hi Wendy,

I would suggest you raise an idea for agent level routing for dialler, as I don't think that is the intended use case.

What do you do if an agent calls in sick, or goes on leave for a week, do those calls just not get called? What about just going on lunch and there is 5 other staff with no more calls and the staff out to lunch has a bunch to do. This is why we have queue routing, to spread the workload out amongst available staff. You would almost be better of not using a dialer at all for this use case. 

Having said that, unless anyone else knows some interesting ways of doing this, and maybe some of the new template and filter features might help this along, but

Currently you would need a separate queue, and separate campaign for each agent. Once Skill routing for campaigns is in (on the roadmap https://genesyscloud.ideas.aha.io/ideas/OTB-I-41) At which point you would need 1 skill per agent. And then set the skill in a precall rule based on a contact list column

Does anyone have a sample excel or csv file that they would be willing to share that can be used for an outbound dialer campaign which needs to be specific to an agent? I can pull data for one agent and make the list, or I can create a list with multiple agents, where agent is a column in the table.  Pulling the data is not my issue, it's how to get a campaign to work where the calls go to a specific agent.   I can get a simple file to work with no agent column, but it directs the voice calls to the queue I selected, not to the specific agent.  I am struggling to get this to work, and the user docs are not very helpful.  Or if you know of a training video that might help me that would be great as well.  I am trying to put together a demo of how outbound dialer campaign would work from our company.  Thank you.

I think I found more information here: Agent-owned records for preview campaigns overview - Genesys Cloud Resource Center (mypurecloud.com)  but if you have any tips for this setup I am all ears.

Robert,

Can you share with me more information on setting up the agent-owned campaign.  I have been trying to get that to work and keep getting error messages:

One or more invalid agents have been specified for an agent-owned contact in the contact list "[Deleted Contact List]".  OR

Failed to import for the contact list "Wendy Demo 2" because the custom id was invalid.

I am all over the place in the user docs and just need to understand the minimum requirements to configure agent-owned and what is required in the list.

There are a couple if ways and a third in Beta.  First you can use agent-owned campaigns, but only works for preview campaigns.   Then you could use a column with the agents name a use a preview to check agent availability based on that skill.  Third, true skills-based routing is in Beta which will only dial if an agent with the skill is available.   Let me know if you need more information about any of these options.

Hi Wendy,

I would suggest you raise an idea for agent level routing for dialler, as I don't think that is the intended use case.

What do you do if an agent calls in sick, or goes on leave for a week, do those calls just not get called? What about just going on lunch and there is 5 other staff with no more calls and the staff out to lunch has a bunch to do. This is why we have queue routing, to spread the workload out amongst available staff. You would almost be better of not using a dialer at all for this use case. 

Having said that, unless anyone else knows some interesting ways of doing this, and maybe some of the new template and filter features might help this along, but

Currently you would need a separate queue, and separate campaign for each agent. Once Skill routing for campaigns is in (on the roadmap https://genesyscloud.ideas.aha.io/ideas/OTB-I-41) At which point you would need 1 skill per agent. And then set the skill in a precall rule based on a contact list column

Does anyone have a sample excel or csv file that they would be willing to share that can be used for an outbound dialer campaign which needs to be specific to an agent? I can pull data for one agent and make the list, or I can create a list with multiple agents, where agent is a column in the table.  Pulling the data is not my issue, it's how to get a campaign to work where the calls go to a specific agent.   I can get a simple file to work with no agent column, but it directs the voice calls to the queue I selected, not to the specific agent.  I am struggling to get this to work, and the user docs are not very helpful.  Or if you know of a training video that might help me that would be great as well.  I am trying to put together a demo of how outbound dialer campaign would work from our company.  Thank you.

There are a couple if ways and a third in Beta.  First you can use agent-owned campaigns, but only works for preview campaigns.   Then you could use a column with the agents name a use a preview to check agent availability based on that skill.  Third, true skills-based routing is in Beta which will only dial if an agent with the skill is available.   Let me know if you need more information about any of these options.

Hi Wendy,

I would suggest you raise an idea for agent level routing for dialler, as I don't think that is the intended use case.

What do you do if an agent calls in sick, or goes on leave for a week, do those calls just not get called? What about just going on lunch and there is 5 other staff with no more calls and the staff out to lunch has a bunch to do. This is why we have queue routing, to spread the workload out amongst available staff. You would almost be better of not using a dialer at all for this use case. 

Having said that, unless anyone else knows some interesting ways of doing this, and maybe some of the new template and filter features might help this along, but

Currently you would need a separate queue, and separate campaign for each agent. Once Skill routing for campaigns is in (on the roadmap https://genesyscloud.ideas.aha.io/ideas/OTB-I-41) At which point you would need 1 skill per agent. And then set the skill in a precall rule based on a contact list column

Does anyone have a sample excel or csv file that they would be willing to share that can be used for an outbound dialer campaign which needs to be specific to an agent? I can pull data for one agent and make the list, or I can create a list with multiple agents, where agent is a column in the table.  Pulling the data is not my issue, it's how to get a campaign to work where the calls go to a specific agent.   I can get a simple file to work with no agent column, but it directs the voice calls to the queue I selected, not to the specific agent.  I am struggling to get this to work, and the user docs are not very helpful.  Or if you know of a training video that might help me that would be great as well.  I am trying to put together a demo of how outbound dialer campaign would work from our company.  Thank you.

Hi Wendy,

I would suggest you raise an idea for agent level routing for dialler, as I don't think that is the intended use case.

What do you do if an agent calls in sick, or goes on leave for a week, do those calls just not get called? What about just going on lunch and there is 5 other staff with no more calls and the staff out to lunch has a bunch to do. This is why we have queue routing, to spread the workload out amongst available staff. You would almost be better of not using a dialer at all for this use case. 

Having said that, unless anyone else knows some interesting ways of doing this, and maybe some of the new template and filter features might help this along, but

Currently you would need a separate queue, and separate campaign for each agent. Once Skill routing for campaigns is in (on the roadmap https://genesyscloud.ideas.aha.io/ideas/OTB-I-41) At which point you would need 1 skill per agent. And then set the skill in a precall rule based on a contact list column

Does anyone have a sample excel or csv file that they would be willing to share that can be used for an outbound dialer campaign which needs to be specific to an agent? I can pull data for one agent and make the list, or I can create a list with multiple agents, where agent is a column in the table.  Pulling the data is not my issue, it's how to get a campaign to work where the calls go to a specific agent.   I can get a simple file to work with no agent column, but it directs the voice calls to the queue I selected, not to the specific agent.  I am struggling to get this to work, and the user docs are not very helpful.  Or if you know of a training video that might help me that would be great as well.  I am trying to put together a demo of how outbound dialer campaign would work from our company.  Thank you.