When an agent schedules a callback for a record on an outbound campaign, how can we make it so the campaign dials it using call analysis? The behavior we are seeing is that it delivers the record to an agent as a preview record and requires them to initiate the dial. This introduces a lot of unproductive time. Any way to make it work like PureConnect where the Dialer will dial the record when the scheduled callback is past due?
Hello Aaron,
We are currently struggling with a similar issue. Have you found any solution?
I think if I could figure out when the call analysis started with an API call I may be able to back into with a trigger and workflow construct. Have you been able to identify the exact datetime stamp of when the call analysis starts and ends. or what event would we want to time it off of?
Can you provide me a little more specifics about your set up and maybe a little more description on what you are trying ?
Are the users that you are referring set to auto answer or no? What are your queue settings?
Let me know so we can work thru this joint issue together.
Hi, if you schedule the call in a progressive, power, predictive, or agentless campaign, call analysis will be used. Preview campaigns do not use call analysis by design as their purpose is to let the agent preview the information before attempting the call at their discretion. You can learn more about dialing modes here: Dialing modes - Genesys Cloud Resource Center, and scheduling callbacks in campaigns here: Callbacks in campaigns - Genesys Cloud Resource Center.
Tim,
Thanks for jumping in on this one. In the FAQ section on the Callbacks link you provided, it says Agent-scheduled callback from a campaign call do not use Call Analysis. Attaching a pic showing that. The dialing mode of the campaign we are trying to do this on is predictive.
Thanks!
Aaron
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