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  • 1.  Outbound Script - Display last call attempt to agent

    Posted 11 days ago

    Hi Developer Community!

    I'm currently exploring setting up outbound campaigns. 

    Something I would like to do:

    If the call attempt has already been made, display the last call attempt date to the agent. 

    Because we have members to call in several states around Australia, it's possible that a campaign will be recycled the same day that some customer have already had a call attempt, I want to make it easy to identify so the agent doesn't call someone multiple times in a day.

    Is it possible to call the system-generated columns in a Script? I've not had success in surfacing these yet. 

    Is there another way to achieve this? Maybe a custom column that's created once the first attempt has been made?

    It's a really simple script; here is a snippet of what I'm trying to achieve:

    Thanks in advance for your guidance,

    #Outbound

    #OutboundCampaign

    #OutboundCampaignLists

    #Scripting


    #Scripts

    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    Beyond Bank Australia
    ------------------------------


  • 2.  RE: Outbound Script - Display last call attempt to agent

    Posted 11 days ago

    Hi @Isabella Clutterham

    For the stated requirement, we highly recommend to try with Attempt Control option in the Outbound List management.

    You can read more about it here - Attempt Control

    As long as the campaign is recycled while it is off, it will respect the attempt control configured. 



    ------------------------------
    Parthiban Thangarajan
    Principal Full Stack Developer
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    Original Message


  • 3.  RE: Outbound Script - Display last call attempt to agent

    Posted 10 days ago
    Edited by Marek Pietrzik 10 days ago

    Hi Isabela

    Another option that you can do that agnostic to the campaign mode(for some cases the attempt control doesn't apply), is to create a variable in the script that counts the number of contacts. In the script properties when you enable Outbound, you can define an action that increments the variable and show it to the agent in the script.
    When you recycle the campaign that variable is reset.
    If you need to get the date and time data of the last call, you can create a data action to get it:
    /api/v2/outbound/contactlists/{contactListId}/contacts/{contactId} Get a contact

    Edit:This applies whether the call reaches the agent or is in preview mode.
    The safe option is the data action using the API that returns the last call 



    ------------------------------
    Marek Pietrzik
    .
    ------------------------------

    Original Message


  • 4.  RE: Outbound Script - Display last call attempt to agent

    Posted 10 days ago

    Most folks create a custom column and set it with the current datetime using a rule based upon Wrap-up Codes when a customer is contacted.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCD
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 5.  RE: Outbound Script - Display last call attempt to agent

    Posted 6 days ago
    Edited by Saugort Dario Garcia 6 days ago

    Hi Isabella!!!

    According your case, I assume  your campaigns are running in preview mode, is it right? Becasue if your campaign are in progressive, power o predictive, you can use attempt control and call rules to avoid call previously called contacts. Also, as @George Ganahl suggested, you could use an column in the list to have counter for each attempt. However, this does not respond your request.

    You want show to the agent, the last attempt, one option, you could add a data action to call genesys cloud api and consult conversation api or outbound api then get data about the call and retrieve the last call attempt for the agent. I am not sure about conversation api, but I could make a quick test on outobund api:

    • post /api/v2/outbound/contactlists/{contactListId}/contacts/bulk
      • you need contactid and contactlit, the script get this values naturally when it receive the contact to call
      • the api return:
        • So, you can retrieve the last attempt and the last result,
    • With the data action you could capture useful values and expose them on the script for the agent

    Hope this helps you

    Regards,

    SG



    ------------------------------
    Saugort Dario Garcia
    Arquitecto de soluciones
    ------------------------------

    Original Message


  • 6.  RE: Outbound Script - Display last call attempt to agent

    Posted 4 days ago

    Hi SG, 

    Thank you for taking the time to comment. 

    You're correct, I'm using a 'Preview' campaign. 

    It's our first outbound campaign so there has certainly been a learning curve. 

    Based on the advice in this post I have been able to use Attempt Controls as a solution to the problem I was having and it is working well in testing so far. 

    I'll be rolling out live testing to the team in the coming days and might have a few more questions as I go!

    Thank you again, it's much appreciated. 

    Best,

    Isabella



    ------------------------------
    Isabella Clutterham
    Automation Solution Analyst & Developer
    Beyond Bank Australia
    ------------------------------

    Original Message


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