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  • 1.  Call back Scenario

    Posted 05-14-2021 05:13
    • A Callback is scheduled off the back of Interaction with Agent1.
    • Callback is placed on OnQueue Agent2, two hours later.
    • Agent2 ignores Callback request, and eventually skips it after 12 minutes with it.
    • Is it possible for Agent2 to receive an inbound call whilst the ignored Callback Interaction sits on them?
    • The ignored Callback Interaction appears to reset Agent2's availability timer, despite them not actually taking the Callback. Is this correct?

    #Telephony

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    Troy Hinds
    QPC UK Ltd
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  • 2.  RE: Call back Scenario

    Posted 05-28-2021 11:22
    Callback is a separate utilization type from Voice, so yes, you can allow a voice call to interrupt a Callback in Utilization: 


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Call back Scenario

    Posted 05-28-2021 16:59
    Edited by Kevin Brown 05-28-2021 17:01

    I have been trying to come to grips with Cloud callback. I've been studying as much as possible about Cloud CB while I work on other fronts, but am still not sure about this, hence my question.

    Is there a way to force callbacks, not allowing agents to "accept them" along the lines of Engage Cloud and virtually every other ACD that provides the functionality? 

    In a contact center, the callback offer should indicate to the caller that it is holding the caller's place in the queue, then call out to the original caller at the appropriate point in time, and then connect the original caller to the correct queue, and in many cases, with an automatic delivery without prompting the agent to accept a call. That last bit is configurable in Engage Cloud and other ACDs to give agents who multitask a moment to realize they are receiving a call. Essentially, a CB should be treated as every other IB call. 

    IMHO, allowing agents to refuse a callback should only be a PBX style function for back office/administrative type roles, not customer facing contact center roles where callers willing to accept a callback offer are punished by the organization.




  • 4.  RE: Call back Scenario

    Posted 05-30-2021 17:30
    Genesys is working on a better mechanism for Callback and there are several good ideas on the AHA site for callback.  I created my own before Genesys had their Blueprint that would use Outbound Dialing for the callback and kept track of the original wait time so it was an actual virtual hold.  This used a mixture of data actions and dialing rules.  The problem is that this created duplicate interactions and the only way to tie the callback to the original call was to capture the two conversation ID's and then use them to stitch the conversations.  Now with customer journeys and external attribute, that will make things easier.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 5.  RE: Call back Scenario

    Posted 06-01-2021 20:26
    Thank you Robert for that information. I'm busy working on other fronts, but am extremely interested in CBs given some fantastic results with Engage Cloud that we had during the huge COVID testing queue hold times.


  • 6.  RE: Call back Scenario

    Posted 06-01-2021 20:42
    I know they are working on several things:
    • Agent-owned Callbacks
    • ACW for Callbacks
    • Auto-pickup 
    Any ideas you have would be welcome by the PM's.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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