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Outbound Dialing with skills

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  • 1.  Outbound Dialing with skills

    Posted 12-13-2018 11:08
    No replies, thread closed.

    Hi there, 

    We've been using PureClound on and off since 2016, and in the process of transitioning fully to it, <g class="gr_ gr_91 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="91" data-gr-id="91">however</g> there's one issue that we can't figure out at this point and was hoping someone would have an answer<g class="gr_ gr_183 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation multiReplace" id="183" data-gr-id="183">....

    </g>In our Current implementation of CIC 3.0 <g class="gr_ gr_228 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="228" data-gr-id="228">su18</g> we're able to Skill Route certain outbounds to specific agents. <g class="gr_ gr_354 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins doubleReplace replaceWithoutSep" id="354" data-gr-id="354">example</g> we have  skills setup as follows

    OPEN (skill has 50,000 records which <g class="gr_ gr_430 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar multiReplace" id="430" data-gr-id="430">is</g> accessible to anyone)
    Agentskill1 ( skill has 200+ records which only first agent gets, also will receive calls from OPEN)
    Agentskill2 (skill has 500+ records which the same behavior happens as Agentskill1)

    we have set something up in <g class="gr_ gr_845 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="845" data-gr-id="845">Purecloud</g> to mimic this type of system we have, however, the issue is that instead of calls stopping for the agentskill1, once the agent is on a call, it keeps dialing and eventually the agent builds up 5+calls just waiting for them. furthermore, the remaining agents don't get calls as frequently coming into them from their skills, example

    agentskill3 (100 records <g class="gr_ gr_1243 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins replaceWithoutSep" id="1243" data-gr-id="1243">same</g> behavior applied to the previous skills)
    agentskill4 (75 records  same behavior applied to the previous skills)

    does anyone have an insight on how to correct <g class="gr_ gr_1346 gr-alert gr_gramm gr_inline_cards gr_run_anim Style multiReplace" id="1346" data-gr-id="1346">this ?</g> 

    Essentially we want the agents to continuously be receiving their files along with the open files consistently regardless of the file count















    #Outbound
    #Routing(ACD/IVR)

    ------------------------------
    Greg Klich
    FDR Limited
    ------------------------------


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