Genesys Cloud - Main

Hi all,

Whilst running campaigns and checking data quality (i.e. 'cleanliness') I've came across a ...system design quirk ? where campaign calling lists stats don't seem to reflect callable contacts. I'll try to explain: 

We have a campaign with a calling list called 'Notts'. This campaign has been called though before, i.e. this is not the first run-through:


#Outbound
#Unsure/Other

------------------------------
Olga Pankova
Actavo Network Solutions (UK) Ltd
------------------------------

Hi Olga,

Thanks for posting your question in the community. 

Your question was a topic of discussion in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator
------------------------------

Original Message:
Sent: 01-23-2020 06:03
From: Olga Pankova
Subject: Campaign management not showing accurate counts for lists

Hi all,

Whilst running campaigns and checking data quality (i.e. 'cleanliness') I've came across a ...system design quirk ? where campaign calling lists stats don't seem to reflect callable contacts. I'll try to explain:

We have a campaign with a calling list called 'Notts'. This campaign has been called though before, i.e. this is not the first run-through:

As displayed, the campaign is turned on and is showing 11428 records available. It has been refreshed at the start of the working day, however less than half an hour later it got 286 records called. This is basically improbable as we have very few agents (2 to 3) assigned for that particular campaign. Upon further investigation where I extracted/exported the list and filtered outcomes which flag the contact as still callable which reduced the 11000+ records to...whole 1600. That's quite a difference.

It seems like the main bulk of records are marked with system based outcomes:

Questions: If the system outcomes clearly have a record marked as a "on a do not call list", what is it doing showing on the campaign record count? Is a bug? Is this not considered in the system design? Why is this happening? Can you enforce a rule that excludes records with system outcomes from counts?

#Outbound
#Unsure/Other

------------------------------
Olga Pankova
Actavo Network Solutions (UK) Ltd
------------------------------

In response to @George Ganahl

 - What is the purge function ? Can you purge a list of records that are already on a do not call list ?

 - I am not asking why the records have the outcomes they have​. I agree, the quality of data on the list isn't great (the campaign is in 'Progressive' mode, btw), but that's irrelevant. The original list has 18000+ records actually. The campaign is under rules which mark certain records contactable/not contactable, for example these records below are excluded from the list count: 

------------------------------
Olga Pankova
Actavo Network Solutions (UK) Ltd
------------------------------

Original Message:
Sent: 01-30-2020 09:34
From: Cole Callahan
Subject: Campaign management not showing accurate counts for lists

Hi Olga,

Thanks for posting your question in the community.

Your question was a topic of discussion in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator

Original Message:
Sent: 01-23-2020 06:03
From: Olga Pankova
Subject: Campaign management not showing accurate counts for lists

Hi all,

Whilst running campaigns and checking data quality (i.e. 'cleanliness') I've came across a ...system design quirk ? where campaign calling lists stats don't seem to reflect callable contacts. I'll try to explain:

We have a campaign with a calling list called 'Notts'. This campaign has been called though before, i.e. this is not the first run-through:

As displayed, the campaign is turned on and is showing 11428 records available. It has been refreshed at the start of the working day, however less than half an hour later it got 286 records called. This is basically improbable as we have very few agents (2 to 3) assigned for that particular campaign. Upon further investigation where I extracted/exported the list and filtered outcomes which flag the contact as still callable which reduced the 11000+ records to...whole 1600. That's quite a difference.

It seems like the main bulk of records are marked with system based outcomes:

Questions: If the system outcomes clearly have a record marked as a "on a do not call list", what is it doing showing on the campaign record count? Is a bug? Is this not considered in the system design? Why is this happening? Can you enforce a rule that excludes records with system outcomes from counts?

#Outbound
#Unsure/Other

------------------------------
Olga Pankova
Actavo Network Solutions (UK) Ltd
------------------------------
​​

Olga,

I must apologize and "eat crow" regarding the DNC Purge. I had a brain fade, and I described a feature which is available in PureConnect which can perform a Bulk DNC Scrub of a call list and mark all the records in the DNC list as Not Callable in the campaign call list, rather than waiting to do the Just-In-Time scrubbing described in the Genesys Cloud Resource Center. I got the platforms crossed up. I am very sorry!

I will get back to you with more info on the counts.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-30-2020 09:34
From: Cole Callahan
Subject: Campaign management not showing accurate counts for lists

Hi Olga,

Thanks for posting your question in the community.

Your question was a topic of discussion in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator

Original Message:
Sent: 01-23-2020 06:03
From: Olga Pankova
Subject: Campaign management not showing accurate counts for lists

Hi all,

Whilst running campaigns and checking data quality (i.e. 'cleanliness') I've came across a ...system design quirk ? where campaign calling lists stats don't seem to reflect callable contacts. I'll try to explain:

We have a campaign with a calling list called 'Notts'. This campaign has been called though before, i.e. this is not the first run-through:

As displayed, the campaign is turned on and is showing 11428 records available. It has been refreshed at the start of the working day, however less than half an hour later it got 286 records called. This is basically improbable as we have very few agents (2 to 3) assigned for that particular campaign. Upon further investigation where I extracted/exported the list and filtered outcomes which flag the contact as still callable which reduced the 11000+ records to...whole 1600. That's quite a difference.

It seems like the main bulk of records are marked with system based outcomes:

Questions: If the system outcomes clearly have a record marked as a "on a do not call list", what is it doing showing on the campaign record count? Is a bug? Is this not considered in the system design? Why is this happening? Can you enforce a rule that excludes records with system outcomes from counts?

#Outbound
#Unsure/Other

------------------------------
Olga Pankova
Actavo Network Solutions (UK) Ltd
------------------------------

Hi Olga,

The campaign progress statistic shows the number of contacts that were queued for dialing, which includes all contacts that:
1. Are marked as "Callable" (The "Callable" header you highlighted previously provides this information) 
2. Have at least one number marked callable (the "Callable-PHONE1" column)
3. Were not filtered by Contact List Filters.

However, the callable status of a contact could be changed based on certain types of dispositions or by Call Rule actions, as you mentioned your campaign does. Contacts that are marked uncallable by rules will not be subtracted from the total count of contacts, but rather will contribute to the count of contacts "dialed". 

Contacts that are blocked by other factors, such as invalid numbers, DNC scrubbing, Callable Time Sets/Automatic Time Zone Mapping, or Attempt Controls, will also not be subtracted from the total count, and will contribute to the "contacts dialed" statistic despite not actually being dialed. 

This could be considered a misleading wording in the UI. If you'd like for us to look into this from that perspective, please contact Care.


------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys
------------------------------

Original Message:
Sent: 01-30-2020 09:34
From: Cole Callahan
Subject: Campaign management not showing accurate counts for lists

Hi Olga,

Thanks for posting your question in the community.

Your question was a topic of discussion in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator

Original Message:
Sent: 01-23-2020 06:03
From: Olga Pankova
Subject: Campaign management not showing accurate counts for lists

Hi all,

Whilst running campaigns and checking data quality (i.e. 'cleanliness') I've came across a ...system design quirk ? where campaign calling lists stats don't seem to reflect callable contacts. I'll try to explain:

We have a campaign with a calling list called 'Notts'. This campaign has been called though before, i.e. this is not the first run-through:

As displayed, the campaign is turned on and is showing 11428 records available. It has been refreshed at the start of the working day, however less than half an hour later it got 286 records called. This is basically improbable as we have very few agents (2 to 3) assigned for that particular campaign. Upon further investigation where I extracted/exported the list and filtered outcomes which flag the contact as still callable which reduced the 11000+ records to...whole 1600. That's quite a difference.

It seems like the main bulk of records are marked with system based outcomes:

Questions: If the system outcomes clearly have a record marked as a "on a do not call list", what is it doing showing on the campaign record count? Is a bug? Is this not considered in the system design? Why is this happening? Can you enforce a rule that excludes records with system outcomes from counts?

#Outbound
#Unsure/Other

------------------------------
Olga Pankova
Actavo Network Solutions (UK) Ltd
------------------------------

Thank you, Sean!

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-31-2020 11:41
From: Sean Sean Carter
Subject: Campaign management not showing accurate counts for lists

Hi Olga,

The campaign progress statistic shows the number of contacts that were queued for dialing, which includes all contacts that:
1. Are marked as "Callable" (The "Callable" header you highlighted previously provides this information)
2. Have at least one number marked callable (the "Callable-PHONE1" column)
3. Were not filtered by Contact List Filters.

However, the callable status of a contact could be changed based on certain types of dispositions or by Call Rule actions, as you mentioned your campaign does. Contacts that are marked uncallable by rules will not be subtracted from the total count of contacts, but rather will contribute to the count of contacts "dialed".

Contacts that are blocked by other factors, such as invalid numbers, DNC scrubbing, Callable Time Sets/Automatic Time Zone Mapping, or Attempt Controls, will also not be subtracted from the total count, and will contribute to the "contacts dialed" statistic despite not actually being dialed.

This could be considered a misleading wording in the UI. If you'd like for us to look into this from that perspective, please contact Care.


------------------------------
Sean Carter
Senior Software Engineer - Outbound
Genesys

Original Message:
Sent: 01-30-2020 09:34
From: Cole Callahan
Subject: Campaign management not showing accurate counts for lists

Hi Olga,

Thanks for posting your question in the community.

Your question was a topic of discussion in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator

Original Message:
Sent: 01-23-2020 06:03
From: Olga Pankova
Subject: Campaign management not showing accurate counts for lists

Hi all,

Whilst running campaigns and checking data quality (i.e. 'cleanliness') I've came across a ...system design quirk ? where campaign calling lists stats don't seem to reflect callable contacts. I'll try to explain:

We have a campaign with a calling list called 'Notts'. This campaign has been called though before, i.e. this is not the first run-through:

As displayed, the campaign is turned on and is showing 11428 records available. It has been refreshed at the start of the working day, however less than half an hour later it got 286 records called. This is basically improbable as we have very few agents (2 to 3) assigned for that particular campaign. Upon further investigation where I extracted/exported the list and filtered outcomes which flag the contact as still callable which reduced the 11000+ records to...whole 1600. That's quite a difference.

It seems like the main bulk of records are marked with system based outcomes:

Questions: If the system outcomes clearly have a record marked as a "on a do not call list", what is it doing showing on the campaign record count? Is a bug? Is this not considered in the system design? Why is this happening? Can you enforce a rule that excludes records with system outcomes from counts?

#Outbound
#Unsure/Other

------------------------------
Olga Pankova
Actavo Network Solutions (UK) Ltd
------------------------------