Prioritize rejected push-preview record

[genesyslearner]

Hi Experts,

We are brainstorming on a unique requirement where we would like to prioritize the rejected push-preview record on WDE.

Scenario:
We have an "AND" capacity rule between Voice & push-preview. In case, CCP is previewing a record and also gets a inbound call, CCP rejects the push-preview record so that it can be taken care by other CCP. But suppose after ending the inbound call, that rejected push-preview record is still hanging around in the campaign then we want to make sure that it is targeted to same agent who rejected it.

One solution we thought was of "Dialing filter" where we will have two campaign for same calling list. We will put rejected record in different campaign with higher priority and use last agent routing. Only downside is having two campaigns as it impacts the reporting calculations.

Is there any other way to achieve this?

Thank you so much in advance!

[cavagnaro]

Well that is quite unique scenario...I would custom WDE that when the record is rejected it injects a UData and stores it to a field in the calling list maybe, then the dialing record filter would consider that field.

[genesyslearner]

Hi Cavagnaro,

Thank you for the idea!

We tried this with a field (lets say Var1). Whenever reject happens, value is changed to 1 from 0 and then that record is put into different campaign based on dialing filter with ORDER BY clause.

But objection is that team does not want two different campaigns.

[cavagnaro]

Why two different campaigns?

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[genesyslearner]

Hi Cavagnaro,

Two different campaigns so that dialer filter and order by clause can make the records with this field at the top of buffer.

Are you suggesting same campaign and then ORDER by on two fields? we are testing this also this week.

Please share your thoughts if your question/suggestion was something else to go for?

[cavagnaro]

Well yeah, same campaign, as the order by priority will happen only if there is a record with those conditions, otherwise you can order normally by ID probably

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