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  • 1.  Blending Inbound and Outbound Dialling - Campaign Rules

    Posted 05-23-2025 06:41
    Edited by Tor Petersen 06-09-2025 05:43
    No replies, thread closed.
    We are currently in the process of moving our outbound activity to the Genesys Cloud Outbound Dialling function for use in a small (approx 20 agents) inbound / outbound contact centre.
    To enable automated blending inbound/outbound we had hoped to set up campaign rules to stop outbound calls/tasks being allocated when we have low agent availability (for example less than 3 agents on-queue and in idle).  We thought that using the "campaign agent count" condition in campaign rules could pause sequences when the idle agents dropped below a threshold and then start the sequence again when enough agents go back into idle, but it appears that agent count is only looking at how many agents are assigned to the campaign, not necessarily on-queue or available.
    Is there a simple solution to get Genesys to automatically and regularly check for the amount of on-queue idle agents and trigger the campaign sequences only when predetermined minimum idle agent conditions are met? 

    #OutboundDialing  
    #CampaignManagement
    #CampaignRules
    #BlendedContactCentre
    #AutomatedBlending
    #AgentAvailability
    #IdleAgentDetection
    #QueueManagement
    #SequenceControl
    #CampaignAgentCount
    #RuleConditions
    #DialerConfiguration
    #ContactCenterAutomation
    #SmallContactCenter
    #InboundOutboundBlending
    #AgentUtilization
    #CallAllocationLogic
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    Tor Petersen
    Senior Contact Centre Manager
    Benenden Health
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  • 2.  RE: Blending Inbound and Outbound Dialling - Campaign Rules
    Best Answer

    Posted 05-23-2025 16:52
    No replies, thread closed.

    Hello Tor,

    You could try to use a pre-call rule that checked the queue for agent availability. @Robert Wakefield-Carl mentioned this method in a previous thread that you may want to try.



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    Jason Kleitz
    Online Community Manager/Moderator
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