I'd like to know if there is any field in Salesforce campaign member created by Purecloud for Salesforce integration that makes that that priority flag is set to true. I see that you can specify sort order, but that sorting order won't take effect until campaign recycle.
This is critical for some of our customers. If there is no such possibility, we should be forced to develop custom Salesforce campaigns - Genesys campaigns (non trivial project at all...) integration so that priority field would be taken into account. Our customers refuse to constantly recicle campaigns so real dialing sorting is respected.
I have tested this and standard POST sent by purecloud for salesforce doesn't care about priority parameter:
It's important to call out a couple of distinctions here. SFDC is serving as a mechanism for creating campaigns and managing contact lists from within the SFDC platform by leveraging the Genesys Cloud Public API, but it is the dialer within Genesys Cloud that is responsible for enforcing the sort ordering, scheduling calls, placing calls, management of rule sets, etc.
The limitation you mention around sort ordering only being enforced on the startup/recycle of a campaign is a limitation of the dialer, and would need to be enhanced as a platform level, as it generally cannot be addressed from the Salesforce side of things.
One approach that we have seen used to work around this limitation is to leverage more than one concurrently running campaign, with priorities associated with those campaigns. Campaign priority is a 1-5 scale, with 1 being the highest; contacts within a higher ranked campaign will be dialed before contacts in a lower ranked campaign. Contacts that need to be dialed immediately would be synced into a campaign with a priority of 1, while contacts that can be called later would be synced into a campaign that has a lower priority.
Hi Richard. In fact, we already plan to segment campaigns based on lead scoring (A,B,C...), with A being top priority. But even in that case, companies that handle thousands of leads, that have to be called by the dialer, have a problem.
Imagine that "A campaign" has 30k contacts, for example, and it's running with a 33% completion at the moment (10k contacts already called, 20k contacts left in this campaign run). A new lead is recorded in Salesforce, and that lead won't be called until the other 20k contacts left are called. And that fresh lead is super important for the company, because fresh leads should be prioritized always over another, already attempted leads (some of the 20k pending contacts will be fresh but many other not).
I disagree that this is a Dialer limitation, because as you see "priority" flag is available through API and precisely it's very useful for exactly addresing this. The only problem is that we cannot use that flag from Salesforce. It'd be tremendously helpful if we'd have a Purecloud__priority__c custom field in SF campaign member, that if set to true, it'd insert that contact in the contact list with priority flag set to true.
