Hi,
We have a BPO who implemented two campaigns: first one is a progressive campaign, the second one is a campaign preview agent owned record (https://help.mypurecloud.com/articles/agent-owned-records-for-preview-campaigns-overview/).
When the progressive campaign has a effective contact, the call is delivered to an agent; if the agent succeed in handling the interaction the contact is associated with him and this contact is injected to the second campaing (preview agent owned record). The second campaign is intented to assure future contacs are handled by the same agent.
Each campaign has associated a different queue to separate metrics.
Here is the questions:
As the agent is in both campaings, how Genesys Cloud handle priority between campaings?
We can see on campaing definition a field for priority, but the help does not explain how it work in multi campaigns?
How can we make the campaign preview agent owned record the one with most priority?
Regards,
#Outbound------------------------------
Saugort Garcia
Interacciones Inteligentes S.A.
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