Good day,
i have tried all possible options and cannot seem to get what is required below, through a Outbound Campaign or system callback.

i have a requirement from a customer for the below and would like to know if it is possible:

1. customer calls into the IVR and speaks to agent, or the agent calls the customer via outbound call, not Campaign.
2. customer request a callback at a different time
3. agent then either via standard callback or via a callback within a Script, schedules the callback
4. when the callback is initiated by the system, it will route to either the same agent (optional) or to any other agent within the same queue.

The requirement is that when the callback is initiated by the system at the customers required time, the below is required:

1. callback attempts to route to same agent if available (optional)
2. if same agent is not available, the callback must be routed to a agent with the same skill level or higher than the original agent skill level

from all my testing, even writing the callback info into a Outbound Contact List via API, i cannot find a solution for the above.
does anyone have any suggestions if this can be achieved and if so, how can i achieve this?
#Unsure/Other

------------------------------
Reginald Sheraton
------------------------------

Currently, skills and priority are not kept with callbacks.  Here is the idea on that:  Scheduled Callbacks by agent should preserve | Genesys Cloud Ideas Lab (aha.io).  Vote it up and have your colleagues do the same.

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

Original Message:
Sent: 05-13-2021 06:48
From: Reginald Sheraton
Subject: Callback within Coud

Good day,
i have tried all possible options and cannot seem to get what is required below, through a Outbound Campaign or system callback.

i have a requirement from a customer for the below and would like to know if it is possible:

1. customer calls into the IVR and speaks to agent, or the agent calls the customer via outbound call, not Campaign.
2. customer request a callback at a different time
3. agent then either via standard callback or via a callback within a Script, schedules the callback
4. when the callback is initiated by the system, it will route to either the same agent (optional) or to any other agent within the same queue.

The requirement is that when the callback is initiated by the system at the customers required time, the below is required:

1. callback attempts to route to same agent if available (optional)
2. if same agent is not available, the callback must be routed to a agent with the same skill level or higher than the original agent skill level

from all my testing, even writing the callback info into a Outbound Contact List via API, i cannot find a solution for the above.
does anyone have any suggestions if this can be achieved and if so, how can i achieve this?
#Unsure/Other

------------------------------
Reginald Sheraton
------------------------------