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Erison Mogari

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RE: Where has the Phone tab gone...? Need to turn auto answer off but can't find the option..!

Posted By Erison Mogari 07-26-2017 20:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Laurie, Maybe your user had this permission removed ? It says the prerequisite is to have Telephone Admin role to edit https://help.mypurecloud.com/articles/turn-on-auto-answer-for-agents/

RE: I am trying to find a glossary of definitions for Permissions. Anyone know where I can find it? I am trying to better understand what each permission does for the assigned user. Thank you.

Posted By Erison Mogari 07-19-2017 14:51
Found In Egroup: Genesys Cloud - Main \ view thread
I found this link in PureCloud help https://help.mypurecloud.com/articles/products-roles-and-permissions-list/ In the Unassigned tab there's a column of the description of each permission Hope this helps

RE: Outbound recycle campaign rule Bug

Posted By Erison Mogari 06-28-2017 18:40
Found In Egroup: Genesys Cloud - Main \ view thread
I had a issue with the reclycing settings a few months ago, and the support couldn't reproduce the probem i was having But I recreated new campaign rules, and campaign....after that I didn't had this problem anymore In my case the rules i had was to recycle when the campaign reachs 99%, so ...

Attempt control - Count of attempts

Posted By Erison Mogari 06-28-2017 18:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, I'm curious what would happen in these cases, with the use of attempt control Let's suppose, In the attempt control the max attempt per contact is 5 and the reset period is NEVER If I increase the max attempt, by one? The campaign will start dialing to the leads where the contact ...

RE: How to make a lead uncallable after a ININ-WRAP-UP-TIMEOUT

Posted By Erison Mogari 06-12-2017 21:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, A few months ago I saw this post, where it might answer your question: https://community.mypurecloud.com/s/question/0D54400004gsMJmCAM/outbound-wrap-up-call-analysis-and-rule-sets I didn't tried this solution but I liked the idea to be able to do something like you're prop ...

RE: Outbound Campaigns - No answer timeout

Posted By Erison Mogari 06-06-2017 17:10
Found In Egroup: Genesys Cloud - Main \ view thread
In the Outbound Dialing -> List Management -> Attempt Controls There are some optional settings where it'll allow you to recall after X minutes if the wrap-up is no-answer / busy / answering machine. Hope this is what you are looking for.

In Performance -> Interactions; add a new column indicating when the interaction ended

Posted By Erison Mogari 06-05-2017 19:46
Found In Egroup: Genesys Cloud - Main \ view thread
It would be possible to add a new column, and filter of when the interaction ended? On the Performance -> Interaction report ? Our operation normally search this way, when they want to see how many sells a agent did in a given day As we started to use the callback function it may happen ...

RE: Outbound Campaigns - No answer timeout

Posted By Erison Mogari 06-05-2017 19:04
Found In Egroup: Genesys Cloud - Main \ view thread
If you export the contact list, you'll see a wrap-up "ININ-OUTBOUND-NO-ANSWER" in the column CallRecordLastResult. When the campaign is restarted or reclycled, it'll call again this contact,

Agents recieving callback from a queue while they're inactive on it

Posted By Erison Mogari 05-29-2017 22:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, From what I could find, if the agent schedule a callback, from a queue, and when I set her inactive, and she remains on queues, that call will return to her, is this right? I would like to know if there's a way to avoid this situation? The agents are scheduled work on different ...

RE: Predictive and Power dialing

Posted By Erison Mogari 04-20-2017 17:25
Found In Egroup: Genesys Cloud - Main \ view thread
I had a scenario similar of what you describe. high abandon rate and many agents idle In my case, the problem identified was something in the trunk signaling that was causing a delay to complete the call on both sides and transfer to the agent. I'm not a tech person, but I hope this helps