For simplicity I write a text string defined by the button action into the skipped reason column. In the screenshot it is "DNC – Recent Donation", which is a description of the button. There is also "DNC – Other", "DNC – Moved to end of list" and "Sched for <date-time>".
The main reason for needing to manually skip calls is that for this not-for-profit their call lists are built a month in advance, and donations can be received between the list creation and dialing.
In the ideal world we would do a dip into a CRM during the Pre-call and decide if recent donations have been received and abort the call if they had, but this isn't an option for this customer.
If there are a large number of reasons why the agent would skip a call or if you want agent accountability you could choose a wrapup code from a dropdown list and write it to the reason field in the contact list, but that wasn't necessary in this case.
Original Message:
Sent: 10-28-2025 04:43
From: Adam Smith
Subject: Outbound - Skipped Preview
Thanks Richard,
Are the codes you're writing back wrap codes that you have mapped, or custom in the script you have created?
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Adam Smith
Original Message:
Sent: 10-27-2025 17:32
From: Richard Presling
Subject: Outbound - Skipped Preview
I have recently added buttons to the outbound script to write back to skipped reason fields in the contact list.
This allows the agent to identify why they want to skip. They have the option to copy the record to the end of the list. It also allows a scheduled callback and the callback also updates the contact list Reason.
Once the script button has been clicked, they have to use the skip button to move on to the next contact.
There is a new pre-call rule that sets the contact to un-callable if the Reason column includes DNC, so if the list is recycled the skipped calls won't get redialed.
Previously the agents were making a very short outbound call and disconnecting so they could access wrap-up codes. This was confusing to customers/donors and resulted in calls back asking why they had been called.
We would really appreciate statistics that show how many preview screens were presented to an agent and how many calls made from those screens (there are multiple phone numbers) and how many were skipped. It is very difficult to identify how busy the agents are when there are no stats, especially with blended agents mixing inbound and outbound calls.
I hope this gives you some ideas.
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Richard Presling
CX Implementation Engineer
New Zealand / Australia
Original Message:
Sent: 10-23-2025 04:11
From: Adam Smith
Subject: Outbound - Skipped Preview
Thanks Robert,
A simple feature you'd think would be available. Not being able to report on skipped reasons is quite frustrating.
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Adam Smith
Original Message:
Sent: 10-22-2025 17:23
From: Robert Wakefield-Carl
Subject: Outbound - Skipped Preview
Here is the idea: Be able to select wrap up code in Preview | Genesys Cloud Ideas Portal
Currently, agent-skipped calls are not even tracked in the contact list or in the Interactions. System skips are recorded, but not when an agent does it.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 10-22-2025 07:56
From: Adam Smith
Subject: Outbound - Skipped Preview
Afternoon.
We have a preview campaign, where once the account has been reviewed, agents are able to skip the record and move onto the next record if no dial is required.
When skipping, it automatically closes the contact, and I'd like to know if it's possible to select a wrap code, which would allow us to report on the reason why the record was skipped?
I can't see anything within the setting that allows you to enable assigning a wrap code when skipping a record.
Thanks
#Outbound
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Adam Smith
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