Genesys 7.6 - Treatments & Preview Dialling

[SagaAssist2016]

Hi.  I know we're using an ancient piece of technology for our outbound dialling, but for the moment we're stuck with it, so I'm trying to make the best of the situation.  Due to the value of campaigns we are calling, they have to run in preview mode, but I'm trying to improve our contact strategy and reduce the need for human interaction to 'recycle' records.

At the moment I'm running a campaign in preview mode comprising of 10 weighted calling lists / operational campaigns.  Example of campaign split = internet lead 1 attempt, internet lead 4 attempts, etc.  The weightings have been set by order of lead priority / importance.  Each of these calling lists have the same group of treatments applied:
Answer machine, redial in 4.5hrs
No reply, redial in 4.5hrs
Busy, redial in 4.5hrs
Cancel record, redial in 4.5hrs

As I can't seem to provide an attachment, breakdown of how the answer machine treatment is as follows:
Call result = answer machine detected
Apply to record = redial
Number in sequence = 1
Cycle attempt = 1
Interval = 4hrs 30min
All other options are left blank.

Due to each calling list only applying to 1 dial attempt, I've left the number in sequence and cycle attempt as 1.

What I'm finding is that records in the weighted campaign with a lower weighted priority are being re-presented after their 4.5hrs for the agents to retry (sometimes sitting as retrieved in OCM a bit later than 4.5hrs, but at least they're there!), but records in the same campaign with a higher priority (e.g. internet lead 1 attempt is a weighting of 99) are not being re-presented.  Their status remains as either updated or ready.  No 'new' records enter into any of these calling lists that haven't already been dialled.  I have a 'live' lead campaign that is isolated in containing all leads with 0 attempts.  This also has the same group of treatments applied, and would effectively feed the 1 attempt pot.

Am I missing something in the set up?

Before anyone asks ... I've read the Outbound Campaign Management guide sections on treatments and run a search on here, but can't find anything that helps or explains why something that looks to simple is not working!  I haven't had Genesys training (due to the Software age, its not available); I only have the knowledge passed on to me by the previous dialler manager, who did have the training, and he could never get them to work either.  We don't have any Genesys technical support as part of our package, so are kind of left to our own devices in making things work.

Our application support team don't know much more than I do regarding these, and could only suggest that the treatments were not working as the call result was not setting back to 'unknown call result' on any records where the dial_sched_time was present.  If this was the case, it wouldn't be working on any calling lists, but seeing as it is on some; it's really bugging me!!

Please help, I really don't want to revert back to manual recycles!!

Thanks in advance, Kirsty

[cavagnaro]

Some OCS logs would be nice. You don't need the unknown call Result for a treatment to work.
Maybe your buffer is short? Can you post the max and min values for it in the campaign settings?

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[SagaAssist2016]

Minimum 4, Optimal 6

[cavagnaro]

Try to increase them to min 6 max 12

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[cavagnaro]

And about your version, OCS 8.1 behaves in the same way, has a few improvements on dialing algorithms and features to use with Proactive and New dialing modes, but in your scenario will be basically the same features.


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[cavagnaro]

[font=Verdana][size=2px]Weight only defines that from the total buffer size, how many records will be from each list, that is it.[/size][/font]


If you want priorities, you need to use some SQL filter to order the records in a way that it dials first the ones you want. Once a record is on OCS memory, the weight of the calling list doesn't affect it any longer.


Now, a busy Record for 4.5 hours?? The idea is that customer was there but was busy, so you call him back like in 10 min...short time, not 4hours later...who know what happened in that time.


Maybe create more that 1 treatment for Busy, like call back in 10, next treatment in 15 and next in 30 and so on. Last treatment must be always a NextInChain

[caractacus]

Hi Kirsty,

I think we would need to see the logs from the point that the agent desktop sends RecordProcessed event through the 'Applying Treatment' information.

So far as I can see from your description your configuration looks good, the fact that some of the records have record status 'updated' implies that they have been finished with by OCS, so there is no further treatment to be applied.  We would need to see some of the logs to see why.

One thing to check, are all your agents sending the GSW_TREATMENT key in the RecordProcessed event,  if that is missing then OCS will not apply any treatment and the record will be finalised.

[SagaAssist2016]

Thanks for your replies =]

Re busy - I want to get the treatments working before we amend and add separates for 'busy'.  We only dial 2-3 per day, so don't want to max out too quick!

Re cache size - 6 / 12 isn't an option, largest 'minimum' allowed by the system is 4

I don't have access to logs or anything in the background, so have asked one of our Support team to join the discussion to see if he can provide you guys what you need to help us further

Thanks, Kirsty