Genesys Cloud CX

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  • 1.  Give high priority for a customer number who has tried to call us many times during the day

    Posted 15 days ago
    Hi,

    I have question regarding call priority based on caller ID, is it possible to give a high priority for a customer number who tried to call us many times during the day ?

    Thank you in advance.
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration


  • 2.  RE: Give high priority for a customer number who has tried to call us many times during the day

    GENESYS
    Posted 15 days ago
    You can use a data action to check analytics to see if there have been calls from that ani.  If so assign whatever priority you want in the transfer to ACD.

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Give high priority for a customer number who has tried to call us many times during the day

    Posted 15 days ago
    Hi Melissa,

    Yes, so it works if we do it through this Data Action, I will try to build it and make a test call.
    Many thanks for your help.

    Regards

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    Mostafa Oudderhem
    SABIO FRANCE SAS
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