Genesys Cloud - Main

Hi All,

Wondering if anyone is able to tell me if there is a way we can create a callback against one queue but schedule it to be attached/ appear on another?

eg: Customer calls on queue A but needs to speak with someone on queue B - Can the agent on queue A create the callback for the customer and assign it to queue B for the other team to phone back? Note: The agents have different skill sets and often wont be assigned to both queues.  

In addition to this, if the above is possible we are wondering if the notes from the initial call would pull through?

Thanks,
Amy

#Basicfeaturesandfunctionality​​ #callback ​​
#ArchitectureandDesign
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
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We were also interested in doing this.  We were unfortunately unsuccessful in finding a way to do this.  Perhaps there is something we missed.  I would like to add that this would be very useful if there isn't currently a way to do this.

------------------------------
Pol Buckingham
f'real foods llc
------------------------------

Original Message:
Sent: 07-16-2019 00:14
From: Amy Clifton
Subject: Schedule a call back against another queue

Hi All,

Wondering if anyone is able to tell me if there is a way we can create a callback against one queue but schedule it to be attached/ appear on another?

eg: Customer calls on queue A but needs to speak with someone on queue B - Can the agent on queue A create the callback for the customer and assign it to queue B for the other team to phone back? Note: The agents have different skill sets and often wont be assigned to both queues.

In addition to this, if the above is possible we are wondering if the notes from the initial call would pull through?

Thanks,
Amy

#Basicfeaturesandfunctionality​​ #callback ​​
#ArchitectureandDesign
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------

The agent could use a secure flow to create the callback for queue B.

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 07-16-2019 11:56
From: Pol Buckingham
Subject: Schedule a call back against another queue

We were also interested in doing this.  We were unfortunately unsuccessful in finding a way to do this.  Perhaps there is something we missed.  I would like to add that this would be very useful if there isn't currently a way to do this.

------------------------------
Pol Buckingham
f'real foods llc

Original Message:
Sent: 07-16-2019 00:14
From: Amy Clifton
Subject: Schedule a call back against another queue

Hi All,

Wondering if anyone is able to tell me if there is a way we can create a callback against one queue but schedule it to be attached/ appear on another?

eg: Customer calls on queue A but needs to speak with someone on queue B - Can the agent on queue A create the callback for the customer and assign it to queue B for the other team to phone back? Note: The agents have different skill sets and often wont be assigned to both queues.

In addition to this, if the above is possible we are wondering if the notes from the initial call would pull through?

Thanks,
Amy

#Basicfeaturesandfunctionality​​ #callback ​​
#ArchitectureandDesign
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------

Hi

I believe you setup callback in your "in-queue" call flow? Maybe you can add a "Transfer to ACD" to the queue you wish to have the callback, before you set the "Create Callback". Not sure if it works.

Best Regards
MengYong

------------------------------
Meng Yong
------------------------------

Original Message:
Sent: 07-16-2019 00:14
From: Amy Clifton
Subject: Schedule a call back against another queue

Hi All,

Wondering if anyone is able to tell me if there is a way we can create a callback against one queue but schedule it to be attached/ appear on another?

eg: Customer calls on queue A but needs to speak with someone on queue B - Can the agent on queue A create the callback for the customer and assign it to queue B for the other team to phone back? Note: The agents have different skill sets and often wont be assigned to both queues.

In addition to this, if the above is possible we are wondering if the notes from the initial call would pull through?

Thanks,
Amy

#Basicfeaturesandfunctionality​​ #callback ​​
#ArchitectureandDesign
#Unsure/Other

------------------------------
Amy Clifton
Goodstart Early Learning
------------------------------