Genesys Cloud CX

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  • 1.  Rule behavior different when using same queue for 2 campaigns

    Posted 11-21-2022 22:14
    The issue is if you physically turn on 2 Campaigns that both use the same Queue, both Campaigns will run and make calls. But if you are running Campaign A and use a Campaign rule to turn on Campaign B - it will start but not make calls because the Available agents in Campaign B show 0 until the last call in Campaign A is completed. 
    #Outbound
    #PlatformAdministration

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    Bryan De La Cruz
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  • 2.  RE: Rule behavior different when using same queue for 2 campaigns

    Posted 11-23-2022 10:44
    True Bryan.  What are you hoping to accomplish?  You might consider skills and expression group membership as a key.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Rule behavior different when using same queue for 2 campaigns

    Posted 11-28-2022 09:53

    Hi Robert,

    We need the agents to stay busy dialing but sharing the same queue prevents the desired behavior.

    Example:
    Campaign A (Non Work) kicks off an is running for Queue Z

    Use Campaign Rule to kick off Campaign B (Work)  that also sends calls to Queue Z

    Campaign B will get started but will not place calls until the last call is done with an agent from Campaign A.

     Agents for Campaign B shows as being used up and no free agents available, even when agents are ready for a call.

     

    Only work around that we have found at this time is to have a different Queue. (Non-Work vs Work) Do you know of another way? 

     



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    Bryan De La Cruz
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  • 4.  RE: Rule behavior different when using same queue for 2 campaigns

    Posted 11-28-2022 10:06
    Happy holidays Bryan,

    Yes, it is a common practice to have a different queue for back office or non ACD work. This helps to also judge how much time people are spending in this activity. And, as you have found it does not interfere with the dialer looking at queue availability.  Agent activation is also used a lot to place people into a non-ACD working mode, but that gets messy when you have many cues and many users.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Rule behavior different when using same queue for 2 campaigns

    Posted 11-28-2022 20:08
    So bottom line if we are using a rule to kick off campaign B once campaign A reaches a certain percentage of completion (both campaigns share same queue) the only way for campaign B to continue dialing is to assign a different queue?

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    Bryan De La Cruz
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