Genesys Cloud - Main

Hi 

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list? 

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------

Peter Dimatulac,

Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in.

Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent chance of placing a call for the agent. That means there was a possibility for more then one call to be placed for the agent and there was also a chance no calls would be placed for the agent when they become available for a call.

New Behavior: There was a release this weekend that changed this behavior so that when an agent goes available there will only be one call placed. The campaign that will place a call is calculated by the campaign's priority. An example would be if you had a CampaignA and a CampaignB that were both progressive that was using the same queue. If CampaignA had priority of 3 and CampaignB has a priority of 5 then  3/8 of the time dialer will place a call for CampaignA and a 5/8 of the time dialer will place a call for CampaignB.

I will say that there is one caveat still. If you have agents taking calls and then you add another new campaign using the same queue there will be a short time in which dialer could place more then one calls for the agent. The next time the agent goes available for a call though it will go back to only placing one call per agent.

Hopefully this helps in answering your question. Please let me know if there is anything else I can answer.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Team Lead, Software Developer - Outbound
Genesys - Employees
------------------------------

Original Message:
Sent: 07-19-2018 19:15
From: Peter Dimatulac
Subject: Progressive Dial

Hi

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list?

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------

Caitlin, you make mention that there was a release this weekend to the behavior of how the progressive mode functions.
May I ask where in the release notes was this communicated, is it region specific?
Its rather concerning that a vast change like this was released without notification


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 10-22-2018 10:42
From: Caitlin Kaphaem
Subject: Progressive Dial

Peter Dimatulac,

Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in.

Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent chance of placing a call for the agent. That means there was a possibility for more then one call to be placed for the agent and there was also a chance no calls would be placed for the agent when they become available for a call.

New Behavior: There was a release this weekend that changed this behavior so that when an agent goes available there will only be one call placed. The campaign that will place a call is calculated by the campaign's priority. An example would be if you had a CampaignA and a CampaignB that were both progressive that was using the same queue. If CampaignA had priority of 3 and CampaignB has a priority of 5 then  3/8 of the time dialer will place a call for CampaignA and a 5/8 of the time dialer will place a call for CampaignB.

I will say that there is one caveat still. If you have agents taking calls and then you add another new campaign using the same queue there will be a short time in which dialer could place more then one calls for the agent. The next time the agent goes available for a call though it will go back to only placing one call per agent.

Hopefully this helps in answering your question. Please let me know if there is anything else I can answer.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Team Lead, Software Developer - Outbound
Genesys - Employees

Original Message:
Sent: 07-19-2018 19:15
From: Peter Dimatulac
Subject: Progressive Dial

Hi

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list?

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------

We have also noticed the abandoned rate going up over the last few months. It seems there is about a 6 second delay in when the campaign connects the caller and then connects to the agent. The caller continues to say hello a few times, then finally hangs up. The agent generally answers right away after the hangup. In testing yesterday in my org, I too see the delay. This did not used to occur in the past. I was told by support that a 5 second delay is acceptable. We are continuing to try to work around the issue by adding a message that says please hold, though, for outbound campaigns, that in itself can cause folks to hang up.

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 10-23-2018 01:11
From: Darryn Chang
Subject: Progressive Dial

Caitlin, you make mention that there was a release this weekend to the behavior of how the progressive mode functions.
May I ask where in the release notes was this communicated, is it region specific?
Its rather concerning that a vast change like this was released without notification


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 10-22-2018 10:42
From: Caitlin Kaphaem
Subject: Progressive Dial

Peter Dimatulac,

Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in.

Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent chance of placing a call for the agent. That means there was a possibility for more then one call to be placed for the agent and there was also a chance no calls would be placed for the agent when they become available for a call.

New Behavior: There was a release this weekend that changed this behavior so that when an agent goes available there will only be one call placed. The campaign that will place a call is calculated by the campaign's priority. An example would be if you had a CampaignA and a CampaignB that were both progressive that was using the same queue. If CampaignA had priority of 3 and CampaignB has a priority of 5 then  3/8 of the time dialer will place a call for CampaignA and a 5/8 of the time dialer will place a call for CampaignB.

I will say that there is one caveat still. If you have agents taking calls and then you add another new campaign using the same queue there will be a short time in which dialer could place more then one calls for the agent. The next time the agent goes available for a call though it will go back to only placing one call per agent.

Hopefully this helps in answering your question. Please let me know if there is anything else I can answer.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Team Lead, Software Developer - Outbound
Genesys - Employees

Original Message:
Sent: 07-19-2018 19:15
From: Peter Dimatulac
Subject: Progressive Dial

Hi

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list?

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------

Angelia,

This change has not been in place for months and would also not impact the time it takes for calls to reach agents. If you are seeing continued issues with that though please create a support ticket with care.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Genesys - Employees
------------------------------

Original Message:
Sent: 10-23-2018 09:08
From: Angelia Harper
Subject: Progressive Dial

We have also noticed the abandoned rate going up over the last few months. It seems there is about a 6 second delay in when the campaign connects the caller and then connects to the agent. The caller continues to say hello a few times, then finally hangs up. The agent generally answers right away after the hangup. In testing yesterday in my org, I too see the delay. This did not used to occur in the past. I was told by support that a 5 second delay is acceptable. We are continuing to try to work around the issue by adding a message that says please hold, though, for outbound campaigns, that in itself can cause folks to hang up.

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 10-23-2018 01:11
From: Darryn Chang
Subject: Progressive Dial

Caitlin, you make mention that there was a release this weekend to the behavior of how the progressive mode functions.
May I ask where in the release notes was this communicated, is it region specific?
Its rather concerning that a vast change like this was released without notification


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 10-22-2018 10:42
From: Caitlin Kaphaem
Subject: Progressive Dial

Peter Dimatulac,

Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in.

Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent chance of placing a call for the agent. That means there was a possibility for more then one call to be placed for the agent and there was also a chance no calls would be placed for the agent when they become available for a call.

New Behavior: There was a release this weekend that changed this behavior so that when an agent goes available there will only be one call placed. The campaign that will place a call is calculated by the campaign's priority. An example would be if you had a CampaignA and a CampaignB that were both progressive that was using the same queue. If CampaignA had priority of 3 and CampaignB has a priority of 5 then  3/8 of the time dialer will place a call for CampaignA and a 5/8 of the time dialer will place a call for CampaignB.

I will say that there is one caveat still. If you have agents taking calls and then you add another new campaign using the same queue there will be a short time in which dialer could place more then one calls for the agent. The next time the agent goes available for a call though it will go back to only placing one call per agent.

Hopefully this helps in answering your question. Please let me know if there is anything else I can answer.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Team Lead, Software Developer - Outbound
Genesys - Employees

Original Message:
Sent: 07-19-2018 19:15
From: Peter Dimatulac
Subject: Progressive Dial

Hi

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list?

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------

Hey Angelia,
Have you tried reducing the delay to 2 seconds?
Admin>Outbound> Outbound Dialing


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Original Message:
Sent: 10-23-2018 09:08
From: Angelia Harper
Subject: Progressive Dial

We have also noticed the abandoned rate going up over the last few months. It seems there is about a 6 second delay in when the campaign connects the caller and then connects to the agent. The caller continues to say hello a few times, then finally hangs up. The agent generally answers right away after the hangup. In testing yesterday in my org, I too see the delay. This did not used to occur in the past. I was told by support that a 5 second delay is acceptable. We are continuing to try to work around the issue by adding a message that says please hold, though, for outbound campaigns, that in itself can cause folks to hang up.

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 10-23-2018 01:11
From: Darryn Chang
Subject: Progressive Dial

Caitlin, you make mention that there was a release this weekend to the behavior of how the progressive mode functions.
May I ask where in the release notes was this communicated, is it region specific?
Its rather concerning that a vast change like this was released without notification


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 10-22-2018 10:42
From: Caitlin Kaphaem
Subject: Progressive Dial

Peter Dimatulac,

Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in.

Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent chance of placing a call for the agent. That means there was a possibility for more then one call to be placed for the agent and there was also a chance no calls would be placed for the agent when they become available for a call.

New Behavior: There was a release this weekend that changed this behavior so that when an agent goes available there will only be one call placed. The campaign that will place a call is calculated by the campaign's priority. An example would be if you had a CampaignA and a CampaignB that were both progressive that was using the same queue. If CampaignA had priority of 3 and CampaignB has a priority of 5 then  3/8 of the time dialer will place a call for CampaignA and a 5/8 of the time dialer will place a call for CampaignB.

I will say that there is one caveat still. If you have agents taking calls and then you add another new campaign using the same queue there will be a short time in which dialer could place more then one calls for the agent. The next time the agent goes available for a call though it will go back to only placing one call per agent.

Hopefully this helps in answering your question. Please let me know if there is anything else I can answer.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Team Lead, Software Developer - Outbound
Genesys - Employees

Original Message:
Sent: 07-19-2018 19:15
From: Peter Dimatulac
Subject: Progressive Dial

Hi

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list?

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------

Thank you @Darryn Chang, I just checked and it is still set at 2 seconds. ​

------------------------------
Angelia Harper
Avtex
------------------------------

Original Message:
Sent: 10-24-2018 23:07
From: Darryn Chang
Subject: Progressive Dial

Hey Angelia,
Have you tried reducing the delay to 2 seconds?
Admin>Outbound> Outbound Dialing


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 10-23-2018 09:08
From: Angelia Harper
Subject: Progressive Dial

We have also noticed the abandoned rate going up over the last few months. It seems there is about a 6 second delay in when the campaign connects the caller and then connects to the agent. The caller continues to say hello a few times, then finally hangs up. The agent generally answers right away after the hangup. In testing yesterday in my org, I too see the delay. This did not used to occur in the past. I was told by support that a 5 second delay is acceptable. We are continuing to try to work around the issue by adding a message that says please hold, though, for outbound campaigns, that in itself can cause folks to hang up.

------------------------------
Angelia Harper
Avtex

Original Message:
Sent: 10-23-2018 01:11
From: Darryn Chang
Subject: Progressive Dial

Caitlin, you make mention that there was a release this weekend to the behavior of how the progressive mode functions.
May I ask where in the release notes was this communicated, is it region specific?
Its rather concerning that a vast change like this was released without notification


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 10-22-2018 10:42
From: Caitlin Kaphaem
Subject: Progressive Dial

Peter Dimatulac,

Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in.

Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent chance of placing a call for the agent. That means there was a possibility for more then one call to be placed for the agent and there was also a chance no calls would be placed for the agent when they become available for a call.

New Behavior: There was a release this weekend that changed this behavior so that when an agent goes available there will only be one call placed. The campaign that will place a call is calculated by the campaign's priority. An example would be if you had a CampaignA and a CampaignB that were both progressive that was using the same queue. If CampaignA had priority of 3 and CampaignB has a priority of 5 then  3/8 of the time dialer will place a call for CampaignA and a 5/8 of the time dialer will place a call for CampaignB.

I will say that there is one caveat still. If you have agents taking calls and then you add another new campaign using the same queue there will be a short time in which dialer could place more then one calls for the agent. The next time the agent goes available for a call though it will go back to only placing one call per agent.

Hopefully this helps in answering your question. Please let me know if there is anything else I can answer.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Team Lead, Software Developer - Outbound
Genesys - Employees

Original Message:
Sent: 07-19-2018 19:15
From: Peter Dimatulac
Subject: Progressive Dial

Hi

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list?

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------

Darryn,

This improvement was not communicated in the release notes. The reason for that is it's more of a bug fix rather then a new feature. The only thing that would be improved is running agents on multiple progressive/preview campaigns will now always dial one call per agent like each of those modes are suppose to do. I hope that eases your concern a little. 

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Genesys - Employees
------------------------------

Original Message:
Sent: 10-23-2018 01:11
From: Darryn Chang
Subject: Progressive Dial

Caitlin, you make mention that there was a release this weekend to the behavior of how the progressive mode functions.
May I ask where in the release notes was this communicated, is it region specific?
Its rather concerning that a vast change like this was released without notification


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 10-22-2018 10:42
From: Caitlin Kaphaem
Subject: Progressive Dial

Peter Dimatulac,

Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in.

Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent chance of placing a call for the agent. That means there was a possibility for more then one call to be placed for the agent and there was also a chance no calls would be placed for the agent when they become available for a call.

New Behavior: There was a release this weekend that changed this behavior so that when an agent goes available there will only be one call placed. The campaign that will place a call is calculated by the campaign's priority. An example would be if you had a CampaignA and a CampaignB that were both progressive that was using the same queue. If CampaignA had priority of 3 and CampaignB has a priority of 5 then  3/8 of the time dialer will place a call for CampaignA and a 5/8 of the time dialer will place a call for CampaignB.

I will say that there is one caveat still. If you have agents taking calls and then you add another new campaign using the same queue there will be a short time in which dialer could place more then one calls for the agent. The next time the agent goes available for a call though it will go back to only placing one call per agent.

Hopefully this helps in answering your question. Please let me know if there is anything else I can answer.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Team Lead, Software Developer - Outbound
Genesys - Employees

Original Message:
Sent: 07-19-2018 19:15
From: Peter Dimatulac
Subject: Progressive Dial

Hi

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list?

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------

Just a side note, Darryn - I am working with management on how we can better communicate such bug fixes that don't show up in the Release Notes, so stay tuned. I am hopeful that we will be able to work out a good system to do so.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-23-2018 10:30
From: Caitlin Kaphaem
Subject: Progressive Dial

Darryn,

This improvement was not communicated in the release notes. The reason for that is it's more of a bug fix rather then a new feature. The only thing that would be improved is running agents on multiple progressive/preview campaigns will now always dial one call per agent like each of those modes are suppose to do. I hope that eases your concern a little.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Genesys - Employees

Original Message:
Sent: 10-23-2018 01:11
From: Darryn Chang
Subject: Progressive Dial

Caitlin, you make mention that there was a release this weekend to the behavior of how the progressive mode functions.
May I ask where in the release notes was this communicated, is it region specific?
Its rather concerning that a vast change like this was released without notification


------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud

Original Message:
Sent: 10-22-2018 10:42
From: Caitlin Kaphaem
Subject: Progressive Dial

Peter Dimatulac,

Hello, thank you for posting your question. There has been a recent change to how preview/progressive campaigns work that you may be interested in.

Old Behavior: The way it used to work is that each progressive or preview campaign that an agent was available for would get an independent chance of placing a call for the agent. That means there was a possibility for more then one call to be placed for the agent and there was also a chance no calls would be placed for the agent when they become available for a call.

New Behavior: There was a release this weekend that changed this behavior so that when an agent goes available there will only be one call placed. The campaign that will place a call is calculated by the campaign's priority. An example would be if you had a CampaignA and a CampaignB that were both progressive that was using the same queue. If CampaignA had priority of 3 and CampaignB has a priority of 5 then  3/8 of the time dialer will place a call for CampaignA and a 5/8 of the time dialer will place a call for CampaignB.

I will say that there is one caveat still. If you have agents taking calls and then you add another new campaign using the same queue there will be a short time in which dialer could place more then one calls for the agent. The next time the agent goes available for a call though it will go back to only placing one call per agent.

Hopefully this helps in answering your question. Please let me know if there is anything else I can answer.

Thanks,
Caitlin

------------------------------
Caitlin Kaphaem
Team Lead, Software Developer - Outbound
Genesys - Employees

Original Message:
Sent: 07-19-2018 19:15
From: Peter Dimatulac
Subject: Progressive Dial

Hi

I've recently launched progressive dialing however the abandonment rate is much higher than anticipated (>10%).

I understand progressive only dials one contact for each available agent however is this per campaign / contact list?

For example: Agent A is available and on-queue. This agent is assigned to 5 separate campaigns. Will PureCloud dial 1 contact per campaign (5 in total) or will PureCloud only dial 1 contact out of the 5 campaigns?

Thanks

------------------------------
Peter Dimatulac
BizCover
------------------------------