Outbound Campaign Schedule

Genesys Cloud WFM
1

Hello,

I have a customer who would like schedule campaigns (Preview) based on different times of the day.
It is something like this:
campaign A run between 9-11 AM, then again 12-1 then again between 4-6 PM.
campaign B runs between 1-3 PM, then again 4-6 PM.
campaign C runs between 10-12 AM, then again 3-4 PM.
campaign D runs all day 9 AM to 6 PM however is a lesser priority than the others when they are running.
All campaigns are assigned to the same agent group.

Initially I thought about campaign sequencing however can only select 1 campaign at a time.
Also had option of start/from times in calling list however i think this is only possible for 1 set of times unless we manually keep amending.
is there a way to achieve this without manual intervention?
Since they are a preview dialling team it might more sensible to run all campaigns without a time restriction and ask agent to dial based on the scheduled times - but we would prefer that control to be at the dialler end.
Using Genesys 8.

thanks.

2

Hi there
latest OCS service have the rich HTTP-based inteface that proviode to customer full control of their work. So in general you can use any shell script language, like VBasic or Perl, to write a small cmd for control the campaign status. Then bind it with you system scheduler and voilà - you had to ahived you needs.
WBR Timur

3

Did You try outbound schedules and use of multiple agent group with same agent skill expression to have multiple campaigns?

4

Outbound schedules I think wont work as you have to specify a day…can’t find how to do it all the days except saturday and sunday for example

5

Schedules in new version allow to specify days - select “Recurrence” to “Weekly” and then You can specify specific days of week.

6

Using OCM or Genesys Administrtaor?

7

Administrator of course :). Personally I don’t see reason to use OCM anymore - Administrator is faster, has more features and shows nicely basic stats to manage campaigns in one place

8

Faster? Well…don’t know…I hate the fact that when you go to lists they are listed in the drop down with no specific order, so searching for a specific one can be a pain if you have many many lists.

Thanks :slight_smile: Will check it there

9

I do not know how by you, but in my GA are CL sorted in ascending order.

So, I think that bublepaw is right and his way is the best at this moment. Lets try it and let us know :slight_smile:

10

This is what we needed to achieve the objective.

However when I have set up the scheduled items (in 1 outbound schedule), the agents can still access a campaign, which is also showing as running even though it is stopped within GA operations.

I have 4 campaigns, with their own calling list.
Do I need 4 agent groups?
Currently I use 1 agent group (effectively the same campaign group across all campaigns) because 1 whole team is dialling from all the campaigns.

edit…
works on interaction workspace 8.1.4
not on GAD 7.6.4!

thanks,