Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: scoll7567 on February 08, 2011, 11:54:03 PM

Title: Running Multiple Campaigns
Post by: scoll7567 on February 08, 2011, 11:54:03 PM

Curious if anyone else has experienced similar problems.  We are running two outbound campaigns through one OCS.  Each campaign has separate list and seperate agent groups. 

Our original campaign was a sales campaign and we generally run a 25% to 35% hit ratio with a 50%-60% Answering Machine Detect (AMD) rate.  Anytime we run both campaigns, my hit ratio drops to 11% and my AMDs increase to about 80 -90%.  We have roughly 75 ports with each campaign limited to 30 ports.  We have genesys 7.6

Is anyone else experiencing similar problems.  I'm assuming we should be able to run multiple campaigns without a problem??????

Title: Re: Running Multiple Campaigns
Post by: fred.s on February 09, 2011, 04:09:10 PM

What dialling mode are you using??

I was always believed that you can only run one campaign in progressive/predictive mode??

Title: Re: Running Multiple Campaigns
Post by: scoll7567 on February 09, 2011, 04:55:32 PM

Predictive mode for both camapigns

Title: Re: Running Multiple Campaigns
Post by: fnunezsa on February 09, 2011, 06:48:28 PM

There is no limitation on the number of running campaigns. You can run as many concurrent campaigns as you want as long as you have enough CPD ports available.

I believe there migh be a configuration issue. For example, one or more agents belongs to both agent groups.

Title: Re: Running Multiple Campaigns
Post by: thinkb4umail on February 10, 2011, 10:24:48 PM

I would agree. There are multiple campaigns which we run at the same time. But the only difference is, we have different sets of agents in each group who handle different campaigns.
Also, we have different modes being used at same time: push and progressive ...

Title: Re: Running Multiple Campaigns
Post by: scoll7567 on February 10, 2011, 11:26:54 PM

I'm going to double check groups it must be a configuration error somewhere

Title: Re: Running Multiple Campaigns
Post by: scoll7567 on February 11, 2011, 06:28:00 PM

All of our reps are given a skill called English.  It drives what type of calls the inbound reps get.  Would this cause a problem with my outbound reps?

Title: Re: Running Multiple Campaigns
Post by: Daimonas on February 14, 2011, 03:31:29 PM

Scoll,

I would be happy to assist you with this issue, however I will need some more information. Have you looked at the different dialing algorithms? particularly small groups? Also hot start settings? Outbound campaign management can take alot of tweaking to get to the result you want, I have worked with the campaigns for over 10 years, so i know the pain you are feeling.

Thanks
Daimonas