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Michael Cofer

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RE: Outbound Campaign - Agents Skipped Details

Posted By Michael Cofer 09-06-2018 09:00
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The out of the box report called "Outbound Campaign: Detailed Attempt History" shows what contacts were skipped and by what agent. It's a wrap-up code on the report showing contact skipped. ------------------------------ Michael Cofer Liberty Power Corp mcofer@libertypowercorp.com ----------- ...

RE: Outbound Dialler Lists & Attempt Controls

Posted By Michael Cofer 09-05-2018 10:23
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You can also setup a Campaign Rule to recycle the campaign as soon as the progress goes over 99%. The 3 attempt limit should work fine. ------------------------------ Michael Cofer Liberty Power Corp mcofer@libertypowercorp.com ------------------------------

RE: Progressive Dial Abandonment Rate Target

Posted By Michael Cofer 09-05-2018 10:22
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Hey Peter, 3-8% seems a bit high. Are you using Persistent Connection with webRTC phones? We use POWER dialer, which in theory should have a much higher abandon rate than Progressive, but we are sitting around 3-4%. -Mike ------------------------------ Michael Cofer Liberty Power Corp m ...

RE: Progressive and Power Dialing

Posted By Michael Cofer 08-13-2018 08:58
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Hey Darryn, sorry for the late reply to you. For some reason I didn't receive notification of your reply. We apply a call attempt to our campaigns for each contact list so that we don't call the same contact more than once per day. It's not very complex right now - we actually have some plans to expand ...

RE: Authorized Organizations Across Regions

Posted By Michael Cofer 07-16-2018 16:47
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If you tell them who the Admin is, they should only bill you for that one person for one org. In the other orgs they can make that admin a non-billable license and still have Master Admin access. We have several different PureCloud orgs and our "parent" org has all of our billable admins and those users ...

RE: Progressive and Power Dialing

Posted By Michael Cofer 07-16-2018 16:41
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Darryn - How many agents do you guys have? It sounds like you guys are running a lot of campaigns all at once. We are running multiple outbound groups across different PureCloud orgs. We have found that limiting the # of campaigns to allow for ~10 agents per campaign works best. IE: If I have 20 agents ...

RE: Difference between Inactive and Deleted for people

Posted By Michael Cofer 07-12-2018 08:47
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I'd also like to know what reports will include the inactive users that are user specific? For example: Interaction Details Report - If the users are inactive, they aren't available to pick from that report... ------------------------------ Michael Cofer Liberty Power Corp -------------------- ...

RE: Progressive and Power Dialing

Posted By Michael Cofer 06-13-2018 10:04
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Rosin, I believe there is a chart I saw somewhere that shows this, but in my experience it doesn't work having agents on mixed dialing mode campaigns that are different in nature from each other. IE: You can have an agent on two campaigns that are using POWER and PREDICTIVE, but not POWER and PREVIEW. ...

RE: Call Alerts are shown for users who are engaged on another call

Posted By Michael Cofer 05-17-2018 11:08
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Ashveej, Are your agents working out of multiple queues and/or utilizing both inbound & outbound calling at the same time with a campaign running? For example, do you have agents waiting for inbound calls while at the same time assigned to an outbound campaign? ------------------------------ ...

RE: Outbound Dialer and Callbacks scheduled

Posted By Michael Cofer 05-17-2018 11:07
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Darryn, You are having the same problem that we did with the Scheduled Call Back Wrap Up Code mapping. If you map it as a callable contact and your list is recycled the customer will receive another call possibly prior to their requested call back time or even after and this leads to upset customers. ...

RE: Outbound Dialer and Callbacks scheduled

Posted By Michael Cofer 05-17-2018 11:06
Found In Library: Genesys Cloud - Main

Stuck calls are out of control!

Posted By Michael Cofer 05-14-2018 11:28
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Is anyone else still having this issue with stuck calls? We have 4 different orgs with PureCloud (3 are pure Outbound and 1 is inbound/outbound). All 4 of them continue to be plagued with stuck calls on our campaigns and even in our inbound queues. Every time this happens our agents are "stuck" and unable ...

Can I run an Outbound Campaign for agents that are also receiving Inbound Calls?

Posted By Michael Cofer 02-06-2018 22:05
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Is anyone doing this today? I thought that this was possible, but if I run an Outbound Campaign (on Progressive) for agents that are also receiving Inbound Calls, however system fails to recognize that the agent is on a call that originated from 1) an Outbound Campaign or 2) an Inbound Call Flow... ...

Scheduled Callbacks from a Campaign don't show campaign script + lead details?

Posted By Michael Cofer 02-02-2018 13:46
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When we use the Schedule Callback feature within an Outbound Campaign - Why doesn't the lead information from my script load on the agents screen? All they see is the phone #.

Is there a way (without using the API) to mark a number as uncallable on a contact list if the phone # was dialed manually instead of being dialed by the outbound campaign?

Posted By Michael Cofer 12-21-2017 19:40
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Our issue is having agents manually call back customers (on behalf of a queue) and thinking that their wrap up code will apply to the outbound campaign. IE: The customer asks to be put on our DNC... the agent wraps up as DNC, but that wrap up code is basicalyl worthless as it doesn't apply to our campaign ...

RE: We have a request for agents to put a wrap-up code on calls made to their extensions directly and not just on calls received through queues. Anyone knows of ways to make this happen?

Posted By Michael Cofer 11-10-2017 19:05
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Hi Sophie, I'm not sure if this fits your need, but the way we handled this was by giving every agent their very own queue. When a customer wants to call back the agent directly, it will go into that agents queue with its own set of wrap up codes. This allows the agent to apply a wrap up code ...

RE: We have recently started outbound call campaigns and I am looking for information on how scheduled call backs work with a campaign.

Posted By Michael Cofer 11-10-2017 18:55
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Yes, that could work. Sounds like I need to do the following... please correct me if I'm wrong. Add a column to my Contact List that will contain maybe a "0". Add a POST CALL rule to increment that column by 1 if the wrap up code "Call Back Scheduled" is selected during Post Call. Create a ...

How do I handle inbound call backs that resulted from an Outbound Campaign?

Posted By Michael Cofer 11-10-2017 18:41
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My call center runs an Outbound sales Campaign all day. We have tons of customer call backs. However, if a customer calls back and asks to be put on our DNC list, how do I make that inbound call update/append our DNC list that is assigned to our outbound campaign? When I look at the Rule Management ...

RE: We have recently started outbound call campaigns and I am looking for information on how scheduled call backs work with a campaign.

Posted By Michael Cofer 11-10-2017 18:36
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Caitlin, How would we prevent the # from being called back PRIOR to the scheduled callback? That's the challenge I face today... we use Outbound Campaigns full time and we recycle through our campaign list every few days... so if a customer requests a call back next week, they end up getting ...

Is it possible to copy a campaign schedule or set it to occur for a set of days and times? Right now I only see the ability to create a campaign schedule for each day...

Posted By Michael Cofer 10-25-2017 17:49
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For example - If I have 3 campaigns and I want each one to turn on and off each day during specific times, I have to do this one by one on each day. Is there a way to copy these schedules?