Outbound dialing learning path


The PureCloud Outbound dialing learning path provides an overview of outbound campaign features and configuration including management of campaigns, lists, queues, rule sets, scripting, and wrap-up codes.

Business objectives:

  • Contact list uploaded
  • Time sets and responses set up
  • Rule sets created and wrap-up codes applied
  • Scripts created to optimize agent performance
  • Audit performed and outbound dialing reports run

Customer requirements:

  • Active PureCloud organization
  • Completion of PureCloud Core Enablement
  • Working telephony (preferred)

Content: 

Topic Recommended customer roles Resource materials
Campaign and List Management
Includes a contact list overview and formatting requirements
  • Contact Center Administrator
Callable Time Sets and Analysis Responses
Includes adding a response to a campaign
  • Contact Center Administrator
Rule Sets & Wrap-up Code Mapping
Rule creation and wrap-up code configuration
  • Contact Center Administrator
Scripting
Composition and publication of scripts to provide agent instructions, view information contained in the contact list, link to a URL and schedule a callback
  • PureCloud Administrator
Audit Search, Reporting, and Close
Audit log review and reporting
  • Contact Center Administrator