Genesys Cloud (formerly PureCloud)

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Callbacks with schedules for routing

  • 1.  Callbacks with schedules for routing

    GCAP Member
    Posted 10-26-2020 12:51
    I would like to ask for advice with one topic. We are currently using callback function in inqueue flows in dedicated time. Based on schedule check, it is offered to customers from 9:00 till 11:00 am when we have the biggest peak.

    However, we would like to set up that agents can receive callbacks as notification only after 1:00 pm. So meaning that till this time they will handle calls and emails, but no callbacks. That should be offered to them only afternoon.

    Is there any way how to set up this fuction? Now we do it in way that everyone has defaultly callback on 0 utilization and daily managers are changing utilization for individual people during the day to 1.


    Barbora Malkovska

  • 2.  RE: Callbacks with schedules for routing

    Posted 10-27-2020 14:48
    Hi Barbora - I think you could configure a data action to create a scheduled callback, have Architect fire the data action when callers request a callback earlier than 1pm for the callback to be created at 1pm. It is just replacing the standard Architect callback action with one more flexible to handle the schedule element.

    Would that work for you?


    Chris Bohlin
    Product Manager - PureCloud