Hi experts and friends,
I have some more outbound question which hope someone can share / discuss about...
1. Where can I find out - what are the data fields available from OOTB reports available for Outbound deployment from CCA reporting?
a. Will there be any CCA reports available which reports on the system disposition results? (e.g. reporting on the number of attempts made for this records for this campaign id ) ?
b. Will there be any CCA reports available which reports on the user disposition codes entered by the agent? (e.g. agent enter “sale successful”, “Customer not interested” ...etc)
2. Can the DNC list be applicable only to selected campaigns or must it be globally (i.e. affective to all campaigns) ?
3. Can a campaign run multiple calling list? If so,
a.Will the feedback / campaigns be written back on each of the multiple calling list or can it into a new / single list? (e.g. a campaign dials records from 2 calling list, when we export the feedback to a external CRM application, will I need to export from 2 calling list or can Genesys updated the feedback into a single table) ?
4. Can multiple campaigns run the same calling list at the same time? (e.g. 1 campaign assigned to an agent group while the other campaign is pushed to GVP / StreamManager for voice blasting)
5. If an external application wants agent to
a. enter disposition codes (i.e. call results like call was “successful sale” , “call back”, “paid”...etc),
b. update records into the DNC list and
c. enter a rescheduled call back
from their application, do they need to call an Genesys API for this feature? Or can they simply update the appropriate field in the calling list? How will the CCA reports be affected if we simply just update the calling list and not via an API call?
6. In a blended environment with 2 agent groups where agent group A and agent group B are both handling inbound and outbound,
a) if Agent group A has a high volume of incoming calls and is not meeting it’s 80/20 SLA, can group B be automatically assigned to assist this group?
b) if Agent group B be assigned to assist Agent group A only at a specific time of the day (e.g. group B will only assist and pick calls routed to agent A’s group from 12noon to 2pm)
