Hello,
We have a team of agents running on preview outbound campaigns, using GAD 7.6.4, OCS 8.1.1, SIP 8.1, GVP 8.1.5..
They would like to use chained records and treatments.
I have enabled this within GAD (section=outbound, option=treatment, value=none, campaign, personal, agent-selection).
I have a treatment, based on the no answer result to apply next in chain to record, cycle 2, interval 3 hours.
When I use value=campaign, with a no answer result, the next record in chain populates for any agent requesting a record 3 hours later.
When I use value=personal, with a no answer result - the next in chain record populates at the desktop immediately. if both records in chain have no answer result, the interval is applied and record is populated on that agent desktop 3 hours later.
Issue for us:
For value=campaign, the next record in chain (if there is one) will not populate immediately for the agent.
For value=personal, the record will only populate for that agent when the interval is applied.
We want the next record in chain to populate immediately for the agent.
When the interval is applied (after all records in chain have been attempted), we want any agent in the group to be able to access that record.
At the moment only agent-selection will work here, so when there are multipe records in chain, the agents select personal on the initial chain however when upon the final record they select campaign treatment.
Is there a way to meet our requirements?
thanks.
