Genesys Cloud - Main

Hi,

one customer is asking for this behaviour. Dialer should dial some contact max 8 times, and if every attempt was improductive (Busy, No Answer, etc...), set the contact to uncallable. Those 8 times span should be max 3 days, BUT, out of office hours should be ignored. One example:

Callable time set for campaign X is 9 to 21 (12 office hours). We configure 8 attempts, 4 hours between them. Behaviour wanted:

- First day attempts at 9, 13, 17, 21 
- Second day attempts at 13, 17, 21
- Third day attempt at 13

Important to remark is that out of office hours (out of callable time set) are not considered, and that's why first attempt second day doesn't happen at 9.

Customer says that if out of hours are considered they have an undesired high pile of contacts accumulated at the beginning of the day

Is that behaviour possible?



#Outbound

------------------------------
Daniel Ondiviela
LeadClic
------------------------------

Possible, but not very easy.  I would count on extra fields in the contact list and keep track of your own attempts and timing.  For instance, have a column for attempts different from the one built-in and change that according to the call analysis.  Then use a Pre-call rule to check that for callable or un-callable.  Then for the timing, you can set the hours for the campaign or the hours for the auto assignment options to be the 12-hour span and then use a Pre-call Rule to check for last time attempted and if under 4 hours, skip the call.  Use a Wrap-up Rule to write to your Attempt column every call, not skip.   I am sure there are other corner cases this does not cover, but no one every created a circle that fills a square.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 05-08-2020 11:30
From: Daniel Ondiviela
Subject: Question about dialer attempts control

Hi,

one customer is asking for this behaviour. Dialer should dial some contact max 8 times, and if every attempt was improductive (Busy, No Answer, etc...), set the contact to uncallable. Those 8 times span should be max 3 days, BUT, out of office hours should be ignored. One example:

Callable time set for campaign X is 9 to 21 (12 office hours). We configure 8 attempts, 4 hours between them. Behaviour wanted:

- First day attempts at 9, 13, 17, 21
- Second day attempts at 13, 17, 21
- Third day attempt at 13

Important to remark is that out of office hours (out of callable time set) are not considered, and that's why first attempt second day doesn't happen at 9.

Customer says that if out of hours are considered they have an undesired high pile of contacts accumulated at the beginning of the day

Is that behaviour possible?



#Outbound

------------------------------
Daniel Ondiviela
LeadClic
------------------------------

Thanks Robert.

Definitely I need custom columns in CL to control at least attempts. It's a pity that call rule sets or contact list filters cannot use standard system contact list columns like attempts (Genesys please take note!)

------------------------------
Daniel Ondiviela
LeadClic
------------------------------

Original Message:
Sent: 05-08-2020 11:48
From: Robert Wakefield-Carl
Subject: Question about dialer attempts control

Possible, but not very easy.  I would count on extra fields in the contact list and keep track of your own attempts and timing.  For instance, have a column for attempts different from the one built-in and change that according to the call analysis.  Then use a Pre-call rule to check that for callable or un-callable.  Then for the timing, you can set the hours for the campaign or the hours for the auto assignment options to be the 12-hour span and then use a Pre-call Rule to check for last time attempted and if under 4 hours, skip the call.  Use a Wrap-up Rule to write to your Attempt column every call, not skip.   I am sure there are other corner cases this does not cover, but no one every created a circle that fills a square.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 05-08-2020 11:30
From: Daniel Ondiviela
Subject: Question about dialer attempts control

Hi,

one customer is asking for this behaviour. Dialer should dial some contact max 8 times, and if every attempt was improductive (Busy, No Answer, etc...), set the contact to uncallable. Those 8 times span should be max 3 days, BUT, out of office hours should be ignored. One example:

Callable time set for campaign X is 9 to 21 (12 office hours). We configure 8 attempts, 4 hours between them. Behaviour wanted:

- First day attempts at 9, 13, 17, 21
- Second day attempts at 13, 17, 21
- Third day attempt at 13

Important to remark is that out of office hours (out of callable time set) are not considered, and that's why first attempt second day doesn't happen at 9.

Customer says that if out of hours are considered they have an undesired high pile of contacts accumulated at the beginning of the day

Is that behaviour possible?



#Outbound

------------------------------
Daniel Ondiviela
LeadClic
------------------------------