Hello everyone,

I am after some advice re the genesys dialler 7.2

I am going through an excercise at the moment of trying to improve our contact rate on our outbound piece, as most of our work is inbound we have circa 20% resource allocated to outbound.

I have come across a setting within the algorithm, which I think maybe hindering our performance, the setting states whilst the dial mode = predictive it will take into account any agents in the state "not ready" for upto and including ten minutes.

Our agents need to select a not ready reason code to collate real time MI to be viewed in CCPulse as well as our historical reporting such as "break" "lunch" "training" etc. So it is not pheasible for them to log out completely. Obviously this is calculating some resource that isn't actually "ready" to take calls.

My question is there another way this setting can be changed other than a software upgrade to 7.5? Or indeed any other solutions anyone maybe able to assist with?

Kind Regards,
Adam

Adam,

I spoke to Adam Hayes and Ian Sargeant at GForce this year about this - I have not heard of the setting you mention.

However - I know you use AVAYA as your underlying PBX and you may be able to get your Desktop to issue a Feature Access Code (FAC) to log the agent out of a single Skill when they go not-ready. If this skill were to be the same one as that associated to OCS in the Agent Group Origination DN list then OCS may see this as a Logout even though StatServer would not (provided the agent in associated with multiple skills).

This way you may be able to get OCS to stop "seeing" the agent - even though they are logged-in.

Worth a try... although this all depends on how your system is configured specifically w.r.t. skills and routing outbound calls to agents.

You mention Outbound 7.5 as providing a solution to this - how is this envisaged?

Best regards,

Seb

Thanks Seb,

Apparently in the 7.5 upgrade we can ammend the setting to a value as deemed neccersary, I am thinking upto and including one minute "not ready" status in order to dial more efficiently.

Thanks for the suggestion to the ammendment on the pbx, I shall investigate this further internally.

Best regards,
Adam

Can you find out what the setting name is? I find no reference in OCS 7.5 or OCS 7.6 manuals...

Thanks