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Dialing Multiple Outbound Campaigns (Progressive Mode)

  • 1.  Dialing Multiple Outbound Campaigns (Progressive Mode)

    Top 25 Contributor
    Posted 2 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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