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  • 1.  Idle Time Between Preview Dials

    Posted 08-27-2021 14:02
    Edited by MAURICE FORD 08-30-2021 08:38
    No replies, thread closed.
    Hi All!

    We have agents for one of our queues logged into an outbound campaign, set to preview dial to take advantage of their idle time in between inbound calls to make outbound calls. The issue I'm running into is of course once everyone is assigned an outbound call to make, inbound calls hit the queue, and service levels are taking a hit until they wrap up those outbound calls.

    One way to solve this problem would be to assign a time in between preview calls to give time for an inbound call to hit the queue. Is there a way to configure that without adding the required ACW time to the queue? I'd like to avoid sacrificing agent handle time.

    Any ideas on how to prevent other than dedicating more agents to inbound?
    #Outbound
    #Routing(ACD/IVR)

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    Maurice Ford
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  • 2.  RE: Idle Time Between Preview Dials

    Posted 02-16-2022 14:15
    No replies, thread closed.
    #Following any ideas or updates you came up with.  we have similar issue.​

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    Clayton Curtis
    Enova Online Services, Inc.
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    Original Message


  • 3.  RE: Idle Time Between Preview Dials

    Posted 02-18-2022 07:21
    No replies, thread closed.
    So looking at the question I'm interpreting this as - I want to keep my agents idle for some period of time after they have completed an inbound call, rather then presenting them an outbound preview, in case another inbound call comes in

    But the real need is - I want agents to take outbound calls when possible while minimizing impact to my inbound SLAs. 

    Have you already set the priority for inbound calls?

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    Don Huovinen
    Genesys - Employees
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    Original Message


  • 4.  RE: Idle Time Between Preview Dials

    Posted 02-17-2022 10:29
    No replies, thread closed.
    @Maurice Ford Are your inbound IVRs utilizing bots for self service? ​

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    Eric Allen
    Vervent, Inc.
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    Original Message


  • 5.  RE: Idle Time Between Preview Dials

    Posted 02-18-2022 08:30
    No replies, thread closed.
    You may get some performance benefit to using the priorities like Don mentioned.
    i.e. Send the inbound calls to the queue with a much higher priority.
           That should present inbound calls to the agents in-between dialer calls.

    You could also limit the campaign by using progressive mode and reducing the number of lines.
       Agents will lose the preview time before the call comes in.

    If you are using different workgroups for the inbound/outbound calls I've kicking around the idea of using a data action on the inbound side to switch campaigns.
    Using campaign Sequence or maybe the Campaign Schedule to effectively switch my primary campaign "Off" and a secondary campaign "On" during the Inbound Surge.
    The Secondary Campaign using a 2nd/3rd Queue  or skills to limit the Outbound Agents on the Campaign.

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    Chris Martin
    CCS Medical
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    Original Message


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