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  • 1.  Skill based dialing order

    Posted 07-11-2024 09:43

    Hi!

    I've a campaign with skills and all the agentes have all the skills. Whe i set a sort order, for reasons unknow the dialer does not respect that order for all the leads but respects within the skill. For example (sort by date ascending):

    Lead nr date skill dialing order expected Dialing order observed
    1 01/01/2000 A 1 1
    2 02/01/2000 B 2 2
    3 03/01/2000 A 3 4
    4 04/01/2000 B 4 5
    5 05/01/2000 A 5 3
    6 06/01/2000 B 6 6
    7 07/01/2000 A 7 8
    8 08/01/2000 B 8 7

    All the agents have skills A and B. 

    thanks


    #Outbound

    ------------------------------
    Sérgio Catarino
    Banco Santander Totta S.A.
    ------------------------------


  • 2.  RE: Skill based dialing order

    Posted 07-14-2024 02:03

    Can someone help me on this sort behavior that seems to me like a bug? 

    On the help docs nothing explains this. https://help.mypurecloud.com/articles/skills-based-dialing/

    Thnaks



    ------------------------------
    Sérgio Catarino
    Banco Santander Totta S.A.
    ------------------------------

    Original Message


  • 3.  RE: Skill based dialing order

    GENESYS
    Posted 07-15-2024 13:32

    Hello Sérgio, 

    Where are you sorting this?

    In GenCloud or in the Salesforce integration? 

    Is "Sorting" switched on?

    Any other context you would be able to provide would also help. 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Skill based dialing order

    Posted 07-15-2024 13:47

    Gencloud.

    Yes Sorting is switched on:



    ------------------------------
    Sérgio Catarino
    Banco Santander Totta S.A.
    ------------------------------

    Original Message


  • 5.  RE: Skill based dialing order
    Best Answer

    GENESYS
    Posted 07-17-2024 09:32

    Hello Sergio, 

    Then based off the documentation, this might be an error. I would would open a case with customer care to have them take a look into this technically and raise it through the proper channels if its truly an error with our system. 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Skill based dialing order

    Posted 07-17-2024 10:25

    Hi Cameron,

     

    You will open the case or I have to open it?

     

    thanks

     

    linea

    Sérgio Catarino

    Linha Atendimento Select/Private | Telecobranças

    Mobile: +351 938 885 536

    #somospróximo

     

     

     

    As chamadas para os números de telefone acima identificados iniciados por +351 2 (...) têm o custo de chamada para a rede fixa nacional e as chamadas para os números de telemóvel acima identificados iniciados por +351 9 (...) têm o custo de chamada para a rede móvel nacional


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    Original Message


  • 7.  RE: Skill based dialing order

    GENESYS
    Posted 8 days ago

    Apologies for the delay in response. You will have to open a case with the details to our dialer team. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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