Our customer is going to use a blending configuration in which agents are simultaneously active in queues with inbound calls and outbound campaigns in Preview mode.
In this scenario, we need to understand the criteria for prioritizing and assignment conversations between inbound calls and campaign contacts.

An agent is OnQueue and Idle for both queue on inbound calls and outbound campaign.
On what basis does the system prioritize assigning an inbound call over a campaign contact, or vice versa?

Our customer is going to use a blending configuration in which agents are simultaneously active in queues with inbound calls and outbound campaigns in Preview mode.
In this scenario, we need to understand the criteria for prioritizing and assignment conversations between inbound calls and campaign contacts.

An agent is OnQueue and Idle for both queue on inbound calls and outbound campaign.
On what basis does the system prioritize assigning an inbound call over a campaign contact, or vice versa?

Please keep in mind that with Genesys once your agents accept the interaction in Preview Mode, they cannot be removed from said interaction, even if an incoming call is present.  So if there's an Incoming Call already waiting when an agent is finishing up their last call, they will receive that Inbound Interaction above the Preview Interaction (assuming your Priorities are set properly); however, if an inbound call enters your queue after the agent already accepts the Preview Interaction, they will have to finish that interaction first before they can assist the incoming call.

We have a desire to have incoming calls interrupt agents previewing a call (before dialing) however it's not something Genesys can seemingly offer at this time.

Our customer is going to use a blending configuration in which agents are simultaneously active in queues with inbound calls and outbound campaigns in Preview mode.
In this scenario, we need to understand the criteria for prioritizing and assignment conversations between inbound calls and campaign contacts.

An agent is OnQueue and Idle for both queue on inbound calls and outbound campaign.
On what basis does the system prioritize assigning an inbound call over a campaign contact, or vice versa?

Hi Steven,

I know it's quite an old post, but have you found any workaround to this problem?

We have agents accepting interaction from preview dialling and keeping it active for hours. Because of this, our queues are having longer wait times than usual.

Kind regards,

Please keep in mind that with Genesys once your agents accept the interaction in Preview Mode, they cannot be removed from said interaction, even if an incoming call is present.  So if there's an Incoming Call already waiting when an agent is finishing up their last call, they will receive that Inbound Interaction above the Preview Interaction (assuming your Priorities are set properly); however, if an inbound call enters your queue after the agent already accepts the Preview Interaction, they will have to finish that interaction first before they can assist the incoming call.

We have a desire to have incoming calls interrupt agents previewing a call (before dialing) however it's not something Genesys can seemingly offer at this time.

Our customer is going to use a blending configuration in which agents are simultaneously active in queues with inbound calls and outbound campaigns in Preview mode.
In this scenario, we need to understand the criteria for prioritizing and assignment conversations between inbound calls and campaign contacts.

An agent is OnQueue and Idle for both queue on inbound calls and outbound campaign.
On what basis does the system prioritize assigning an inbound call over a campaign contact, or vice versa?

@Prakash Talapaneni,

The easiest technical fix that I am aware of is limiting the time Agents can spend previewing a contact before the system places the call anyway.

That being said, I think there is a role for Agent training / mentoring to play here. If your agents are trying to avoid working that much, perhaps you should consider whether you want them working for you at all! Just saying...

Hi Steven,

I know it's quite an old post, but have you found any workaround to this problem?

We have agents accepting interaction from preview dialling and keeping it active for hours. Because of this, our queues are having longer wait times than usual.

Kind regards,

Please keep in mind that with Genesys once your agents accept the interaction in Preview Mode, they cannot be removed from said interaction, even if an incoming call is present.  So if there's an Incoming Call already waiting when an agent is finishing up their last call, they will receive that Inbound Interaction above the Preview Interaction (assuming your Priorities are set properly); however, if an inbound call enters your queue after the agent already accepts the Preview Interaction, they will have to finish that interaction first before they can assist the incoming call.

We have a desire to have incoming calls interrupt agents previewing a call (before dialing) however it's not something Genesys can seemingly offer at this time.

Our customer is going to use a blending configuration in which agents are simultaneously active in queues with inbound calls and outbound campaigns in Preview mode.
In this scenario, we need to understand the criteria for prioritizing and assignment conversations between inbound calls and campaign contacts.

An agent is OnQueue and Idle for both queue on inbound calls and outbound campaign.
On what basis does the system prioritize assigning an inbound call over a campaign contact, or vice versa?