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 01-12-2022 09:48
    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 01-12-2022 09:53
    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 01-12-2022 10:00
    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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