A place to ask questions, connect with others, and stay in the know
Our issue is having agents manually call back customers (on behalf of a queue) and thinking that their wrap up code will apply to the outbound campaign. IE: The customer asks to be put on our DNC... the agent wraps up as DNC, but that wrap up code is basicalyl worthless as it doesn't apply to our campaign in any way.
Is there a work around for this that does not include using the API?
There is not currently a way to do this without using the API, but adding this capability as a script component is on our roadmap.
- Sean Carter
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.