Genesys PureCloud

Name of the Group.

This indicates if the group is synchronized from the Genesys application or manually created on Campaign Manager.

Displays the campaigns of Genesys dialer.

Displays the status of a Group.

Stopped: When a group status is changed to Stopped, mapped campaigns display a Group Stopped status.

Executing: Group is up and running. When a group status is changed to Executing, mapped Campaigns must display the same status before it was Stopped.

Disabled: Group is disabled permanently and cannot to edited.

Allows user to edit, stop, and play a group.

Name of the Campaign Manager Campaign Group.

Description of the Campaign Manager Campaign Group.

Lists Genesys dialer synced with Campaign Manager application.

Lists Genesys dialer campaigns. Based on the selected Dialer, Dialer Campaign displays the list of campaigns mapped with the Dialer.

Lists the Global Business fields.

Initial Number of Contacts is the number of contacts you intend to send to the dialer initially. Use the slider to set a number. The Initial feed corresponds to each campaign as to how many records need to be supplied to the dialer when the campaign starts for the first time or during the start of each business day.

Increment By is the percentage by which you intend increasing the contact delivery to the dialer. You might want to increase this because the dialer is dialing the calls at a rate faster than expected and is running out of contacts.

Increment is necessitated when the dialing rate is high and there are just a few residual records present in the dialer. The percentage increment is applied to the initial feed parameter set.

Decrement By is the percentage by which you intend to decrease the contact delivery to the dialer because the dialer has enough contacts. You might want to decrease this because the dialer is dialing the calls at a rate slower than expected and is accumulating contacts to be dialed.

Decrement is required when the dialer is dialing at a slower speed either due to improved connect rates, non-availability of agents, increased Talk Time, or other factors. If the number of residual records is more in the dialer, the system automatically reduces the volume of records being supplied to the dialer and decrements the record count based on the percentage factor specified.

Upper Threshold is the upper limit as a multiple of Initial Number of Contacts that can be delivered to the dialer. This allows user to control the delivery of contacts factoring the residual contacts and avoids flooding beyond the upper threshold.

If we allow too much of residual records in the dialer then the new selection strategy would take time to percolate. The best practice is to keep this value in the range of 200%.

Iteration Interval is the wait time between the iterations in seconds. The delivery engine uses this configuration after delivering contacts to the dialer before commencing the next delivery iteration. The default value is 240 seconds.

Automatically distributes the contacts from the uploaded file as far as possible equally to all campaigns mapped to this group.