Genesys Cloud - Main

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Hi @Vikas Dhall

Should be something like this

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Thanks again. Mine looks like this @Vincent Sabolboro

So, from your snapshot which shows the value "10", does this mean that your dialer is dialling 10 calls OR can dial 10 calls?

Hi @Vikas Dhall

Should be something like this

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Hi @Vikas Dhall

That would be dialing 10 contacts at the same time. 

Thanks again. Mine looks like this @Vincent Sabolboro

So, from your snapshot which shows the value "10", does this mean that your dialer is dialling 10 calls OR can dial 10 calls?

Hi @Vikas Dhall

Should be something like this

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

I understood that it can dial not more than "10" contacts at the same time. As this is what the Genesys Resource page outlines (snippet below).

In your opinion, is this the only way to find how many calls the dialler is dialing at any given time @Vincent Sabolboro?

Thanks

Hi @Vikas Dhall

That would be dialing 10 contacts at the same time. 

Thanks again. Mine looks like this @Vincent Sabolboro

So, from your snapshot which shows the value "10", does this mean that your dialer is dialling 10 calls OR can dial 10 calls?

Hi @Vikas Dhall

Should be something like this

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Hi @Vikas Dhall

You can also using interaction and search for the campaign name if these are voice campaigns. For SMS, you will not see actual since end status is already populated 

I understood that it can dial not more than "10" contacts at the same time. As this is what the Genesys Resource page outlines (snippet below).

In your opinion, is this the only way to find how many calls the dialler is dialing at any given time @Vincent Sabolboro?

Thanks

Hi @Vikas Dhall

That would be dialing 10 contacts at the same time. 

Thanks again. Mine looks like this @Vincent Sabolboro

So, from your snapshot which shows the value "10", does this mean that your dialer is dialling 10 calls OR can dial 10 calls?

Hi @Vikas Dhall

Should be something like this

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Hi @Vincent Sabolboro,

I think we are talking two different things here. I want to re-emphasise that I am after real time reporting (not after the fact). The Interactions view only shows the completed conversations. I am after a report that can show me how many calls the dialler is dialling in real time.

Thanks

Hi @Vikas Dhall

You can also using interaction and search for the campaign name if these are voice campaigns. For SMS, you will not see actual since end status is already populated 

I understood that it can dial not more than "10" contacts at the same time. As this is what the Genesys Resource page outlines (snippet below).

In your opinion, is this the only way to find how many calls the dialler is dialing at any given time @Vincent Sabolboro?

Thanks

Hi @Vikas Dhall

That would be dialing 10 contacts at the same time. 

Thanks again. Mine looks like this @Vincent Sabolboro

So, from your snapshot which shows the value "10", does this mean that your dialer is dialling 10 calls OR can dial 10 calls?

Hi @Vikas Dhall

Should be something like this

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

@Vikas Dhall,

Based on the screenshot provided, your Campaign is set to Progressive dialing mode, meaning the Dialer will place one call per idle agent.  Also, the parameter "Outbound lines distribution" is left empty, and that means "The outbound lines are divided evenly between the active campaigns which share the same Site or Edge group and have the same blank or 0 value in this field."

With this configuration, the number of concurrent calls equals the number of idle agents in the associated queue, assuming the number of idle agents doesn't exceed the Max Line for Outbound calls, in the case where this is the only active campaign. 

A couple of questions:  

How many agents are in the associated queue when the Campaign is running? 

How many Campaigns do you run at the same time? 

What is the value for Outbound Settings->Max Line Utilization? 

Thanks,

Hi @Vincent Sabolboro,

I think we are talking two different things here. I want to re-emphasise that I am after real time reporting (not after the fact). The Interactions view only shows the completed conversations. I am after a report that can show me how many calls the dialler is dialling in real time.

Thanks

Hi @Vikas Dhall

You can also using interaction and search for the campaign name if these are voice campaigns. For SMS, you will not see actual since end status is already populated 

I understood that it can dial not more than "10" contacts at the same time. As this is what the Genesys Resource page outlines (snippet below).

In your opinion, is this the only way to find how many calls the dialler is dialing at any given time @Vincent Sabolboro?

Thanks

Hi @Vikas Dhall

That would be dialing 10 contacts at the same time. 

Thanks again. Mine looks like this @Vincent Sabolboro

So, from your snapshot which shows the value "10", does this mean that your dialer is dialling 10 calls OR can dial 10 calls?

Hi @Vikas Dhall

Should be something like this

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas

Thanks for your response and the additional info, Tatjana. I was away and hence couldn't come back to you earlier.

We usually have 4-6 consultants and can go max to 8-10 in the associated queue. We have about 20 campaigns running concurrently. The "Max Line Utilization" setting is set to 80. 

With this one - "With this configuration, the number of concurrent calls equals the number of idle agents in the associated Queue" - If the agent is on multiple campaigns/queues and is idle, how does it work? 

Thanks again!

@Vikas Dhall,

Based on the screenshot provided, your Campaign is set to Progressive dialing mode, meaning the Dialer will place one call per idle agent.  Also, the parameter "Outbound lines distribution" is left empty, and that means "The outbound lines are divided evenly between the active campaigns which share the same Site or Edge group and have the same blank or 0 value in this field."

With this configuration, the number of concurrent calls equals the number of idle agents in the associated queue, assuming the number of idle agents doesn't exceed the Max Line for Outbound calls, in the case where this is the only active campaign. 

A couple of questions:  

How many agents are in the associated queue when the Campaign is running? 

How many Campaigns do you run at the same time? 

What is the value for Outbound Settings->Max Line Utilization? 

Thanks,

Hi @Vincent Sabolboro,

I think we are talking two different things here. I want to re-emphasise that I am after real time reporting (not after the fact). The Interactions view only shows the completed conversations. I am after a report that can show me how many calls the dialler is dialling in real time.

Thanks

Hi @Vikas Dhall

You can also using interaction and search for the campaign name if these are voice campaigns. For SMS, you will not see actual since end status is already populated 

I understood that it can dial not more than "10" contacts at the same time. As this is what the Genesys Resource page outlines (snippet below).

In your opinion, is this the only way to find how many calls the dialler is dialing at any given time @Vincent Sabolboro?

Thanks

Hi @Vikas Dhall

That would be dialing 10 contacts at the same time. 

Thanks again. Mine looks like this @Vincent Sabolboro

So, from your snapshot which shows the value "10", does this mean that your dialer is dialling 10 calls OR can dial 10 calls?

Hi @Vikas Dhall

Should be something like this

Thanks @Vincent Sabolboro, This is what I see when I follow the path advised by you. I can't see the information I am after. Sorry if I am missing something here.

HI @Vikas Dhall

Click on the name of the campaign then check the value of field "Outbound Lines Distribution ". You have option by lines or by Weight. 

https://help.mypurecloud.com/articles/create-predictive-dialing-campaign/

Hi @Vincent Sabolboro,

This shows me how many leads have been dialled and how many are left. But it doesn't show how many is the dialer dialing in the real time? unless I am missing something, please advise.

Hi @Vikas Dhall

You can see the call count in "Outbound --> campaign management -->" 

Thanks, Martin.

The "Campaign Performance" in the Performance --> Workspace is a historical report. Is it after the fact and, I am eyeing one that can show live stats as to how many calls are dialled by any dialer. More like a CC pulse kinda reporting in the old world.

Hope that makes sense. 

Can anyone help?

Thanks,

Vikas

Click  
Performance   ->   Outbound Campaigns   - >  click the campaign thats running

Hi there,

Is there a way (report/dashboard) that can be accessed to find and keep a track of how many Outbound calls the dialer is dialling in the real time?

Thanks,

Vikas