Power GVP mode question

[sitto]

Hi Friends,

How can I configure the outbound on power GVP mode to check available agent and reserve them?

My customer would like to make sure that they will have an agent to serve a call when transferred to agent.

Thanks,
Sittinan

[cavagnaro]

Erm...Power GVP is related to GVP only, the fact that you can transfer then to an Agent is a "bonus" but consider that the call will not arrive to the agent as a campaign call. GVP with OBNManager will call only depending on the fact that there are records ready to be dialed.
The idea to have suitable agents for those calls might come maybe by using priorities on the strategy and making a good business design

[sitto]

Thanks cavagnaro, can I use this way is to create progressive mode and route a call to GVP before transfer to agent?

[cavagnaro]

You can (do a GVP application before agent on Progressive Mode), but what would happen is that the record will remain on Stale if it doesn't arrive the agent to which it was targeted...at some point quality of the campaign will drop and became useless...

[sitto]

Thanks again.

If customer want to have the pacing driven by the agents availability but want the calls to go to IVR first for notification and given a choice to press 0 to agent. And, the system will have to make sure all calls to agent will always have an agent engaged.

How can we do this requirement with Genesys Outbound?

[cavagnaro]

Well you have to differentiate the main purpose of both solutions, Outbound and Proactive with GVP. GVP will dial by itself, the fact that you can use OCM to handle the data is a plus, the main target of this solution is to dial automatically without agent intervention therefore agents stats are not taken account when dialing, only free ports. On the other hand Outbound solution (OCS) is the application that dials to customers considering that on the other side are agents waiting to answer that call.
Now you want a mix of both, but think on this way, how many of these contacted customers will ask for an agent? Everyone? A few? What are your predictions??? If a few then modify your business needs to reserve an agent group to attend these possibles interactions with them. This will obviously sacrify some resources (agents) due the fact that maybe no customer will ask for an agent. Modify your business strategies to find the most suitable configuration for you.
If on the other hand many customers will ask for a live agent...why use automated ivr messages? Customers hate the fact of a sale promotion using IVRs, better will be to have a live person on the first attack. Even if you dial on this way using progressive mode customers may find a small queuing...
There are pros/cons on both sides but you can't achieve your ideal scenario, not doable...
Other idea would be for example to show the customer the agent option only if you have free/logged agents but will maybe not accomplish your needs.

Learn a little bit more on the focus of both softwares and find the best for you

[sitto]

I agree with you and many thanks for your time.

Now I also try to give the customer more reasons to convince them what they should do....