Genesys Cloud - Main

Yesterday I posted this question:

"Is there a way to assign Attempt Controls to a Preview Campaign?

I can't see how an agent can Wrap Up a Preview Campaign call with the likes of Answering Machine, Busy or No Answer and follow Attempt Controls.

The Attempt Control drop down is only available when using the other campaign types."

Today, I have raised the idea to have this functionality added to the product. It's pretty fundamental to have Attempt Controls on ANY  type of campaign including Preview Campaigns.

If you have some spare Votes and like the Idea here is the link: Idea CLOUT-I-190

Thanks :-)

#Outbound

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Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/

QPC UK
https://www.linkedin.com/company/qpc/
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Hi, Craig,

It took me a bit of chewing on it to realize what you were saying in that post. When I first read it, I was thinking you wanted a way for an agent to keep a Preview dialed contact open and make multiple calls to the same phone number (instead of just rolling through the configured numbers for that contact), limiting the agent to three attempts or whatever (if they kept reaching a Busy, say).

Now I think I understand...you just want to use the Automatic Reschedule functionality so that when an agent marks a call as No Answer or Busy or whatever, the Automatic Rescheduling settings should kick in to send that preview pop to an agent after the specified reschedule time.

That seems possible, but would require mapping the agent-selected Wrap-up code directly to a System code that is based on Call Analysis. That's not part of the current Wrap-up Code Mappings settings, so this feature will take some extra thought and work, if voted in.

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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That's it.. exactly :-)

My thinking was a Script Component for "Preview Campaign" that would have the buttons for Machine, No Answer, Busy and SIT that would disposition the Dialler call and re-schedule according to the Automatic Rescheduling rules OR on the script after the agent clicks to dial the number it automatically gives these options.

As you say, each of those buttons would need to be mapped back to the system codes for the dialler to act accordingly.

It is one of the good things with the PureConnect dialler in that you have Wrap Up Categories which Wrap UP Codes are assigned to and the Dialler uses those to control the rescheduling.. even with Preview calls :-)

Definitely would be a nice thing to have :-)


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Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/

QPC UK
https://www.linkedin.com/company/qpc/
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Original Message:
Sent: 05-15-2019 09:35
From: George Ganahl
Subject: Preview Dialling - Attempt Controls Continued....

Hi, Craig,

It took me a bit of chewing on it to realize what you were saying in that post. When I first read it, I was thinking you wanted a way for an agent to keep a Preview dialed contact open and make multiple calls to the same phone number (instead of just rolling through the configured numbers for that contact), limiting the agent to three attempts or whatever (if they kept reaching a Busy, say).

Now I think I understand...you just want to use the Automatic Reschedule functionality so that when an agent marks a call as No Answer or Busy or whatever, the Automatic Rescheduling settings should kick in to send that preview pop to an agent after the specified reschedule time.

That seems possible, but would require mapping the agent-selected Wrap-up code directly to a System code that is based on Call Analysis. That's not part of the current Wrap-up Code Mappings settings, so this feature will take some extra thought and work, if voted in.

------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
------------------------------