Agent-owned records for preview campaigns in Genesys Cloud for Salesforce

Note: This article applies to Genesys Cloud for Salesforce.

Agent-owned records allow agents to work through accounts assigned directly to them in a preview campaign.

By linking agents’ Genesys Cloud email addresses or Genesys Cloud user IDs to specific records, the campaign assigns each record to its listed agent. Agent-owned records allow agents to work on assigned accounts. For example, financial advisors or insurance agents receive interactions for established clients rather than for clients that they have not interacted with before.

To run a preview campaign with agent-owned records, associate a field in campaign member records in Salesforce with a column in a contact list in Genesys Cloud. Select a field that contains agents’ Genesys Cloud email addresses or Genesys Cloud user IDs. Then enable campaigns in Genesys Cloud for Salesforce to use agent-owned dialing.

When a preview campaign runs, the campaign routes campaign members to their assigned agents, creating a queue-like campaign for each agent.

Note: You can change the agent ownership of a campaign member record while a campaign is running. However, the integration does not recognize the change until the campaign ends. Then ownership switches to the new agent.

Prerequisites

Preferred Agent Routing configured on your queues. For more information, see the Preferred agent routing behavior article and Advanced routing overview.

Configure the agent-owned column in the campaign management global settings.
Enable agent-owned dialing in the campaign settings.

For more information, see About Campaign Management.

For more information about the integration, see About Genesys Cloud for Salesforce.