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  • 1.  preview dialing mode with an architect flow

    Posted 28 days ago

    I have a use case to check for some criteria before routing the call to an agent on the outbound campaign in a preview mode. have to look for a specific agent first, then dynamically pick the skill and target using some fields on the contact list, clear the record after a timeout etc. We tried using the pre-dial check with a workflow trigger to convert it as a callback, but was not able to get the desired result. The reporting was all messed up too. Is there any way we can do this in cloud, as similar to the push-preview mode in the legacy engage world?

    Any idea if this is in the pipeline for Genesys CX to introduce the push preview dialer mode?


    Midhun Suja
    Cognizant Technology Solutions India Private Limited

  • 2.  RE: preview dialing mode with an architect flow
    Best Answer

    Posted 23 days ago

    There are three ways to look at this:

    1. Agent-based Dialing
    2. Skills-based routing
    3. Skills-based Dialing.  

    All are well documented in the resource center.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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