Defining outbuond calls per day per VAG

Genesys Cloud Routing
1

Hi,

I know that this is possible and if I look a bit more through CME, I would be able to get this, but I was wondering if someone could help me with this:

  1. I have several calling lists shared between several VAGs. How do I define maximum number of outbound calls per agent group? Can this be also defined number of “successful calls”, where “successful call” means operator made a deal.

  2. Can I share several calling lists between several VAGs? (I know the answer is yes, but just checking)

  3. Is there a way to import agent info (name, skills, etc) into CME wihtout using any other third-party tools AND keep it legit? (In other words, without use of GIS or GSDK, is there a standard tool to import operators with skills into CME)

  4. Is there a simple way to specify maximum number of successful calls per day per calling list?

Best regards,
Vic

2

Hi Vic,

to your 3rd question - it is possible to import agents and skills using Genesys Configuration Import Wizard. That tool is provided free-of-charge as part of Management Framework starting 7.2 or 7.5.

CIW supports several file format but the most important one is XML. The document “Framework 7.5 Imported Configuration Data Formats Reference Manual” contains sample XML data for importing skills into the configuration.

René

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