Happy holidays Bryan,
Yes, it is a common practice to have a different queue for back office or non ACD work. This helps to also judge how much time people are spending in this activity. And, as you have found it does not interfere with the dialer looking at queue availability. Agent activation is also used a lot to place people into a non-ACD working mode, but that gets messy when you have many cues and many users.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 11-28-2022 09:52
From: Bryan De La Cruz
Subject: Rule behavior different when using same queue for 2 campaigns
Hi Robert,
We need the agents to stay busy dialing but sharing the same queue prevents the desired behavior.
Example:
Campaign A (Non Work) kicks off an is running for Queue Z
Use Campaign Rule to kick off Campaign B (Work) that also sends calls to Queue Z
Campaign B will get started but will not place calls until the last call is done with an agent from Campaign A.
Agents for Campaign B shows as being used up and no free agents available, even when agents are ready for a call.
Only work around that we have found at this time is to have a different Queue. (Non-Work vs Work) Do you know of another way?
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Bryan De La Cruz
Original Message:
Sent: 11-23-2022 10:43
From: Robert Wakefield-Carl
Subject: Rule behavior different when using same queue for 2 campaigns
True Bryan. What are you hoping to accomplish? You might consider skills and expression group membership as a key.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-21-2022 22:14
From: Bryan De La Cruz
Subject: Rule behavior different when using same queue for 2 campaigns
The issue is if you physically turn on 2 Campaigns that both use the same Queue, both Campaigns will run and make calls. But if you are running Campaign A and use a Campaign rule to turn on Campaign B - it will start but not make calls because the Available agents in Campaign B show 0 until the last call in Campaign A is completed.
#Outbound
#PlatformAdministration
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Bryan De La Cruz
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