Genesys Cloud - Main

Hello All, 

I have few questions on Outbound dialing 

In the Preview Outbound campaign, our contact list has 3 x numbers per contact. Business requirement is to call the state (Busy, no answer, VM, disconnect calls) - to call back max 3 times a day. So i have created a rule to schedule a call back after 180 mins - in short 1 number can be called max of 3 times a day.  ( 180 x 3 ) - more than 9 hours of contact centre operation. Also we will be sorting the a particular column based on the numeric values in descending order. 

1). Mid way through the campaign or when campaign is running - Is there a way to get a list of contacts and how many times contact has been dialled for that day ?  

2). My understanding is when a contact is dialed with one of the above mentioned states the contact is pushed to the bottom of the list. However if the contact sorting  is applied that contact would be called after 180 minutes according to the rule regardless there are another 500 odd contacts pending in the list.  - let me know if my understanding is correct. 

3). The contact list that is uploaded for the campaign is stored in Genesys Cloud, how long will the data be stored in the cloud for ? 

Thanks 

#Outbound

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Siddharth Desai
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Hi Saddharth,

For question 1 I believe you can use the Campaign Interactions Detail view with the following metric selected: Outbound Attempt - The number of attempts made to call the customer.

I believe your understanding for 2 is correct, but maybe someone else in the community can confirm.

As far as I am aware a contact list will remain on the system until you delete it: Delete a contact list

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 02-03-2025 00:24
From: Siddharth Desai
Subject: Way to find how many times a contact has been dialled

Hello All, 

I have few questions on Outbound dialing 

In the Preview Outbound campaign, our contact list has 3 x numbers per contact. Business requirement is to call the state (Busy, no answer, VM, disconnect calls) - to call back max 3 times a day. So i have created a rule to schedule a call back after 180 mins - in short 1 number can be called max of 3 times a day.  ( 180 x 3 ) - more than 9 hours of contact centre operation. Also we will be sorting the a particular column based on the numeric values in descending order. 

1). Mid way through the campaign or when campaign is running - Is there a way to get a list of contacts and how many times contact has been dialled for that day ?  

2). My understanding is when a contact is dialed with one of the above mentioned states the contact is pushed to the bottom of the list. However if the contact sorting  is applied that contact would be called after 180 minutes according to the rule regardless there are another 500 odd contacts pending in the list.  - let me know if my understanding is correct. 

3). The contact list that is uploaded for the campaign is stored in Genesys Cloud, how long will the data be stored in the cloud for ? 

Thanks 

#Outbound

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Siddharth Desai
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