Hi, 

Currently we operate the outbound dialer with agents across multiple queues and campaigns.
Does anyone operate similarly and are you able to set callbacks to schedule back to the agent who set them at the time and date while the agent is on - queue? We found that as agents are on multiple outbound queues it doesn't always route back to the agent which they end up losing a lead.

Is scheduling a callback in a script better than scheduling on the call?

Looking to provide the best options for our agents without going off-queue


------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------

Darryn Chang,

Thank you for posting your question on the community board. Currently we do not have agent owned callbacks as a feature. It is highly requested and something that is high on the roadmap list for outbound. The agent can select "Route callback to me if possible" on the callback pane on an existing call. Number 6 on this documentation page talks a little about it https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/. When the callback comes due, if the agent that scheduled the callback is available then it will be routed to them. If the agent is not available though it will still go to someone else in the queue. If you are already using this feature and the callback isn't going to the agent that scheduled it even when they are available and not on another call then I would recommend creating a ticket with customer care.

Scheduling the callback in the script or on the call are effectively the same the same thing in the system. It hits the same api call and will have the same outcome. 

Hopefully this helps!

------------------------------
Caitlin Kaphaem
Genesys
PureCloud Lead Outbound Engineer
------------------------------

Original Message:
Sent: 05-10-2018 01:30
From: Darryn Chang
Subject: Outbound Dialer and Callbacks scheduled

Hi,

Currently we operate the outbound dialer with agents across multiple queues and campaigns.
Does anyone operate similarly and are you able to set callbacks to schedule back to the agent who set them at the time and date while the agent is on - queue? We found that as agents are on multiple outbound queues it doesn't always route back to the agent which they end up losing a lead.

Is scheduling a callback in a script better than scheduling on the call?

Looking to provide the best options for our agents without going off-queue


------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------

Thanks Caitlin, glad to know its on the roadmap. It would be of great benefit for us to have outbound dialer agents receiving there leads and not forgoing missed opportunities. This affects up to 40 agents and growing

Can you tell me what the wrap up code mapping should be as even though we scheduled the callbacks it was blocked advising that the contact was uncallable by the wrap up?

Also do you know if a script with variables to update a contact list will update? As we use the contact list that is operating to collect information?


------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------

Original Message:
Sent: 05-10-2018 10:01
From: Caitlin Kaphaem
Subject: Outbound Dialer and Callbacks scheduled

Darryn Chang,

Thank you for posting your question on the community board. Currently we do not have agent owned callbacks as a feature. It is highly requested and something that is high on the roadmap list for outbound. The agent can select "Route callback to me if possible" on the callback pane on an existing call. Number 6 on this documentation page talks a little about it https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/. When the callback comes due, if the agent that scheduled the callback is available then it will be routed to them. If the agent is not available though it will still go to someone else in the queue. If you are already using this feature and the callback isn't going to the agent that scheduled it even when they are available and not on another call then I would recommend creating a ticket with customer care.

Scheduling the callback in the script or on the call are effectively the same the same thing in the system. It hits the same api call and will have the same outcome.

Hopefully this helps!

------------------------------
Caitlin Kaphaem
Genesys
PureCloud Lead Outbound Engineer

Original Message:
Sent: 05-10-2018 01:30
From: Darryn Chang
Subject: Outbound Dialer and Callbacks scheduled

Hi,

Currently we operate the outbound dialer with agents across multiple queues and campaigns.
Does anyone operate similarly and are you able to set callbacks to schedule back to the agent who set them at the time and date while the agent is on - queue? We found that as agents are on multiple outbound queues it doesn't always route back to the agent which they end up losing a lead.

Is scheduling a callback in a script better than scheduling on the call?

Looking to provide the best options for our agents without going off-queue


------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------

Darryn Chang,

Scheduled callbacks that are created from a campaign call will go through all of the same checks as if the campaign were placing it. This article talks some about the interaction between callbacks and campaigns https://help.mypurecloud.com/articles/callbacks-in-campaigns/. The checks that are run before the agent places the scheduled callback are Attempt limits, Do Not Call list, Zone blocking, Rule skips. Any of those could cause the scheduled callback to be uncallable. Also, if the original campaign call marked the contact uncallable due to wrap up mapping or a wrap up rule.

As for the second question if you update a contact on a scheduled callback that originated from a campaign call, that will update the contact correctly in the list.

Thanks,

------------------------------
Caitlin Kaphaem
Genesys
PureCloud Lead Outbound Engineer
------------------------------

Original Message:
Sent: 05-10-2018 18:05
From: Darryn Chang
Subject: Outbound Dialer and Callbacks scheduled

Thanks Caitlin, glad to know its on the roadmap. It would be of great benefit for us to have outbound dialer agents receiving there leads and not forgoing missed opportunities. This affects up to 40 agents and growing

Can you tell me what the wrap up code mapping should be as even though we scheduled the callbacks it was blocked advising that the contact was uncallable by the wrap up?

Also do you know if a script with variables to update a contact list will update? As we use the contact list that is operating to collect information?


------------------------------
Darryn Chang
Stuff Limited
New Zealand

Original Message:
Sent: 05-10-2018 10:01
From: Caitlin Kaphaem
Subject: Outbound Dialer and Callbacks scheduled

Darryn Chang,

Thank you for posting your question on the community board. Currently we do not have agent owned callbacks as a feature. It is highly requested and something that is high on the roadmap list for outbound. The agent can select "Route callback to me if possible" on the callback pane on an existing call. Number 6 on this documentation page talks a little about it https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/. When the callback comes due, if the agent that scheduled the callback is available then it will be routed to them. If the agent is not available though it will still go to someone else in the queue. If you are already using this feature and the callback isn't going to the agent that scheduled it even when they are available and not on another call then I would recommend creating a ticket with customer care.

Scheduling the callback in the script or on the call are effectively the same the same thing in the system. It hits the same api call and will have the same outcome.

Hopefully this helps!

------------------------------
Caitlin Kaphaem
Genesys
PureCloud Lead Outbound Engineer

Original Message:
Sent: 05-10-2018 01:30
From: Darryn Chang
Subject: Outbound Dialer and Callbacks scheduled

Hi,

Currently we operate the outbound dialer with agents across multiple queues and campaigns.
Does anyone operate similarly and are you able to set callbacks to schedule back to the agent who set them at the time and date while the agent is on - queue? We found that as agents are on multiple outbound queues it doesn't always route back to the agent which they end up losing a lead.

Is scheduling a callback in a script better than scheduling on the call?

Looking to provide the best options for our agents without going off-queue


------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------

Darryn,

You are having the same problem that we did with the Scheduled Call Back Wrap Up Code mapping. If you map it as a callable contact and your list is recycled the customer will receive another call possibly prior to their requested call back time or even after and this leads to upset customers. It's an oversight by PureCloud, but there is a workaround.

What we did was:

1. Add a column to our list called "Callback", name doesn't matter though.
2. Create a "Call Rule Set" that is based off your wrap up code that is being used for Scheduled Call Backs and set the action to update the new column on your lead list that you created... You can set it to update that column to have the #1 or whatever you want.
3. Create a Contact List Filter to filter OUT contacts that have data in your new column... IE: the #1 that is being placed there as a result of the new Call Rule Set.
4. Update all of your campaigns to use this new filter.

Now, your campaigns will no longer dial customers that have a Callback Scheduled.

Obviously this is not an ideal solution, but it gets the job done in a very manual way. 

If you have other questions feel free to email me and we can discuss further. My team uses PureCloud with multiple campaigns/queues as well.

mcofer@libertypowercorp.com

Good luck!
Mike
​​

------------------------------
Michael Cofer
Liberty Power Corp
------------------------------

Original Message:
Sent: 05-10-2018 18:05
From: Darryn Chang
Subject: Outbound Dialer and Callbacks scheduled

Thanks Caitlin, glad to know its on the roadmap. It would be of great benefit for us to have outbound dialer agents receiving there leads and not forgoing missed opportunities. This affects up to 40 agents and growing

Can you tell me what the wrap up code mapping should be as even though we scheduled the callbacks it was blocked advising that the contact was uncallable by the wrap up?

Also do you know if a script with variables to update a contact list will update? As we use the contact list that is operating to collect information?


------------------------------
Darryn Chang
Stuff Limited
New Zealand

Original Message:
Sent: 05-10-2018 10:01
From: Caitlin Kaphaem
Subject: Outbound Dialer and Callbacks scheduled

Darryn Chang,

Thank you for posting your question on the community board. Currently we do not have agent owned callbacks as a feature. It is highly requested and something that is high on the roadmap list for outbound. The agent can select "Route callback to me if possible" on the callback pane on an existing call. Number 6 on this documentation page talks a little about it https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/. When the callback comes due, if the agent that scheduled the callback is available then it will be routed to them. If the agent is not available though it will still go to someone else in the queue. If you are already using this feature and the callback isn't going to the agent that scheduled it even when they are available and not on another call then I would recommend creating a ticket with customer care.

Scheduling the callback in the script or on the call are effectively the same the same thing in the system. It hits the same api call and will have the same outcome.

Hopefully this helps!

------------------------------
Caitlin Kaphaem
Genesys
PureCloud Lead Outbound Engineer

Original Message:
Sent: 05-10-2018 01:30
From: Darryn Chang
Subject: Outbound Dialer and Callbacks scheduled

Hi,

Currently we operate the outbound dialer with agents across multiple queues and campaigns.
Does anyone operate similarly and are you able to set callbacks to schedule back to the agent who set them at the time and date while the agent is on - queue? We found that as agents are on multiple outbound queues it doesn't always route back to the agent which they end up losing a lead.

Is scheduling a callback in a script better than scheduling on the call?

Looking to provide the best options for our agents without going off-queue


------------------------------
Darryn Chang
Stuff Limited
New Zealand
------------------------------