predictive dialing and reschedule by agent

Genesys Cloud WFM
1

Hello guys,

I’m wondering in a predictive dialing scenario after a call is answered by an agent (success call flow), can the agent reschedule the client or/and get new chained record functionality can be applied?
As I’ve noticed until now, after call has been released (by agent or customer) OCS updates the record in the DB, now, can the agent/softphone send GSW% messages to OCS to update that particular record?

Best Regards,
Bogdan

2

Of course, it’s the one of the basic functionalities of the Outbound Contact suite.
The automatic update of the record when the call is released is determined by the OCS record_processed option.
Take a look at the Outbound Contact Reference guide Communication Protocols section that widely describes how to handle, update and reschedule records.

Fra

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3

I have implemented those functionalities but only in preview mode. Thank you for the enlightenment Fra.
Another question now comes in my mind, when the call is released the agent becomes ready, how can I lock the agent until he can finish the business process of the customer, if I won’t lock the agent I’m scarred that a new call will enter at the same agent and softphone will overwrite the RECORD_HANDLE parameter.

How did you guys escaped from this? Did you put the agent in another state (Not Ready/AfterCallWork or something), or used a wrap_up_timeout?

Regards

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4

There are some options you may want to check: inbound_release_action, internal_release_action and especially outbound_release_action.

HIH,

Fra

5

Thanks Fra, I think I’ve got the ideea, I will start testing

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