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Preferred Agent, Callback VS Normal call

  • 1.  Preferred Agent, Callback VS Normal call

    Posted 01-19-2021 13:38
    Edited by Chris Phillips 01-19-2021 13:44
    Hello

    We use the Preferred Agent routing of inbound calls, assigning one agent to the call to be preferentially routed for 3 seconds.  That is working

    We now want to make our Scheduled Callbacks (which we create with the API) to do the same.

    However the API doesn't let you assign a number to the your Preferred Agent when creating the Callback.

    So we are confused how this works.  Is this actually a different feature even though it has the same name??

    Thanks

    Chriss
    #Routing(ACD/IVR)

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    Chris Phillips
    Varsity Tutors LLC
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  • 2.  RE: Preferred Agent, Callback VS Normal call

    Top 25 Contributor
    Posted 01-20-2021 10:52
    You cannot use Preferred agents with email, messaging, or callbacks (Can I use preferred agent routing with scheduled callbacks? - Genesys Cloud Resource Center (mypurecloud.com), but you could use a scheduled callback and specify the agent to be used.  This is different from the Preferred Agent routing in that you can't overflow to the queue unless the agent is offline or not available after the scheduled callback timer runs out.

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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: Preferred Agent, Callback VS Normal call

    Posted 01-20-2021 12:55

    Thanks for the reply Robert

    So when we create a callback with the API it lets us specify a list of Agent IDs (preferredAgentIds), do you know what rules govern this feature (I failed to find docs on it)?

    How long is the "Scheduled Callback timer" and what sets that?


    Thanks again

    Chris



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    Chris Phillips
    Varsity Tutors LLC
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  • 4.  RE: Preferred Agent, Callback VS Normal call

    Top 25 Contributor
    Posted 01-20-2021 13:28
    You are correct that the API seems to indicate that the callback could contain the preferred agent routing, but documentation seems to say indicate you can't.  Remember that Genesys Cloud is API-first so you sometimes see things in the API that is not actually part of the core product.  I see that a lot where something got released for Beta but is available to everyone in the API.  I would suggest you post on the Ideas site something about this.  I did find similar here:  Architect flows to route/answer web | Genesys Cloud Ideas Lab (aha.io)

    As for your original question, I would try it and see what routing method was used.


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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
    ------------------------------