Genesys Cloud - Main

Morning,

I'm interested in how users manage recycling preview campaigns, and ensuring everything that shouldn't be pushed through to agent, is kept as uncallable.

We've just went live with a preview campaign and have some questions on logic when recycling the campaign. I understand you can't action a recall in the way you would a progressive campaign, so in order to reattempt, you need to recycle the records on completion. In terms of wrap code mappings, if I deem an outcome as uncallable in the mappings, will this present again to an agent when the campaign is recycled?

Secondly, when an agent skips a record, they're doing so because the account isn't eligible to be dialled. When the campaign is recycled, they're presented again to the agent. To combat that, I've created a rule, where if a call if wrapped as such, it marks the contact as uncallable. We're yet to recycle, but I assume that will prevent it from being presented again to an agent?

Hey Adam, 

I want to address both your concerns and to make sure I am understanding you correctly. 

Question 1, Will records marked as un-callable in wrap up codes present again when recycled? If I got that wrong please please correct me if I am wrong. 

No, they should not. When you map a wrap-up code "Contact Un-callable"  those contacts should be excluded when the campaign is recycled. The system specifically recognizes that if you don't want the recycled campaign to redial contacts from the previous campaign run. You will need to either create a wrap up code that maps to "Contact un-callable" or add a rule that marks those contacts as un-callable. This should persist across campaign runs when set. 

As for question 2, will your tile to mark skip records as un-callable prevent them from being presented again? Again let me know if I got this wrong. 

But yes your approach should work. By creating a rule that marks a contact as un-callable when you wrapped with your specific "not eligible" wrap-up code, you are preventing that contact from being run again when you recycle the campaign. 

However if an agent skips a preview call using the skip button (rather than wrapping it), all pre-call rule actions are ignored except "Route Call Based on Skills" This means if the agent clicks the skip button your rule wont fire.

In the end your strategy is good, but make sure your agents are trained to accept and wrap up calls with the appropriate code. 

Cheers,