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  • 1.  Dialing Multiple Outbound Campaigns (Progressive Mode)

    Posted 16 days ago

    We currently have our Outbound campaigns set on Progressive mode with the dialing ratio of 1:1.  Upon implementation of Genesys, we were told that each campaign would dial at that ratio. I'm not sure that is what I see happening.  It looks like Genesys is using the "Effective Idle Agents", which seems to be dividing the number of agents by the number of campaigns running.  

    Example:

    We have five agents IDLE and we have two campaigns running, each set at 1:1 (1 dial: 1 IDLE agent). How many dials should we expect Genesys to make?  


    #Outbound

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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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  • 2.  RE: Dialing Multiple Outbound Campaigns (Progressive Mode)

    Posted 7 days ago

    A few questions.  Did you specify a number of lines on the trunks or at the campaign level?  The campaign will attempt dials for the agents that are idle in the queue assigned to the campaign, so that is the first thing to check - are they assigned and activated and on-queue in that queue?  I would watch those two queues in the Queue Activity Overview and see what the system thinks are actually idle agents.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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