Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Callback requests

    Posted 04-12-2017 14:52

    Hello,

     

    We are receiving a lot of call back requests in the morning as we open... From what I can tell from reports, we don't have a lot of abandoned calls at the end of our business day. 

     

    Is there a way or a report we can run to see when the requests are happening?

    Part of what's concerning is that we are calling people back when we open at 9am (EST), if a callback request was from someone in California, it's FAR too early to call... but the rep isn't given any other option but to call back. 

     

    Thanks!

    -Emily



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources