Genesys Cloud - Main

Hi All - 
We have an interesting use case that we've been working on, but haven't found any great solutions. I'm hoping someone in the community might have some ideas. 
We've been asked by our business to create single-agent campaigns for our agents using the Genesys Cloud dialer (manual mode.) The idea is that by having the agent own the proposed sale from beginning to end, that this will improve our customer engagement. Unfortunately, our current implementation in Genesys has a huge data footprint in Genesys, so we're looking for ideas on how to slim this down. Currently:
- Each agent has their own campaign (and each agent cycles through 3 different types of campaigns based upon the customer they are trying to reach.) 
- Each agent has their own queue and each queue has their unique DID passing through as the Calling Party Number, so a customer can return a call directly to the agent.
- Each agent has their own Script (since Script is assigned to Contact List and Contact List is unique to each agent)

Any advice on how we could potentially slim down the data footprint here? This is a pretty tough task on our end, so any insight/advice would be helpful!
Thanks!
#ArchitectureandDesign

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

You are going to have to do 3 things:

1. Use Agent Owned campaigns instead of all the numerous campaigns: Configure the agent-owned column - Genesys Cloud Resource Center (mypurecloud.com)
2. Use a rule to replace the caller ID with a number found in the contact list or use a rule to look up the agent in a table and get the phone number for OLI
3. Design a script with pages for each agent and when it pops, use the agent name to pop to the correct page in the script

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

Original Message:
Sent: 06-02-2021 11:25
From: Cory King
Subject: Single Agent Dialing Campaign

Hi All -
We have an interesting use case that we've been working on, but haven't found any great solutions. I'm hoping someone in the community might have some ideas.
We've been asked by our business to create single-agent campaigns for our agents using the Genesys Cloud dialer (manual mode.) The idea is that by having the agent own the proposed sale from beginning to end, that this will improve our customer engagement. Unfortunately, our current implementation in Genesys has a huge data footprint in Genesys, so we're looking for ideas on how to slim this down. Currently:
- Each agent has their own campaign (and each agent cycles through 3 different types of campaigns based upon the customer they are trying to reach.)
- Each agent has their own queue and each queue has their unique DID passing through as the Calling Party Number, so a customer can return a call directly to the agent.
- Each agent has their own Script (since Script is assigned to Contact List and Contact List is unique to each agent)

Any advice on how we could potentially slim down the data footprint here? This is a pretty tough task on our end, so any insight/advice would be helpful!
Thanks!
#ArchitectureandDesign

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Thanks, Robert! We figured there was a way around this issue. Thanks for the guidance! I'll get this over to our dialer administrator to see if these changes will fit our use case and decrease the amount of assets we have to use. 

Thanks again!
Cory

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------

Original Message:
Sent: 06-02-2021 12:30
From: Robert Wakefield-Carl
Subject: Single Agent Dialing Campaign

You are going to have to do 3 things:

1. Use Agent Owned campaigns instead of all the numerous campaigns: Configure the agent-owned column - Genesys Cloud Resource Center (mypurecloud.com)
2. Use a rule to replace the caller ID with a number found in the contact list or use a rule to look up the agent in a table and get the phone number for OLI
3. Design a script with pages for each agent and when it pops, use the agent name to pop to the correct page in the script

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

Original Message:
Sent: 06-02-2021 11:25
From: Cory King
Subject: Single Agent Dialing Campaign

Hi All -
We have an interesting use case that we've been working on, but haven't found any great solutions. I'm hoping someone in the community might have some ideas.
We've been asked by our business to create single-agent campaigns for our agents using the Genesys Cloud dialer (manual mode.) The idea is that by having the agent own the proposed sale from beginning to end, that this will improve our customer engagement. Unfortunately, our current implementation in Genesys has a huge data footprint in Genesys, so we're looking for ideas on how to slim this down. Currently:
- Each agent has their own campaign (and each agent cycles through 3 different types of campaigns based upon the customer they are trying to reach.)
- Each agent has their own queue and each queue has their unique DID passing through as the Calling Party Number, so a customer can return a call directly to the agent.
- Each agent has their own Script (since Script is assigned to Contact List and Contact List is unique to each agent)

Any advice on how we could potentially slim down the data footprint here? This is a pretty tough task on our end, so any insight/advice would be helpful!
Thanks!
#ArchitectureandDesign

------------------------------
Cory King
IT Lead
IGS Energy
------------------------------