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)

------------------------------
Chris Phillips
Varsity Tutors LLC
------------------------------

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.

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

Original Message:
Sent: 01-19-2021 13:38
From: Chris Phillips
Subject: Preferred Agent, Callback VS Normal call

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)

------------------------------
Chris Phillips
Varsity Tutors LLC
------------------------------

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

------------------------------
Chris Phillips
Varsity Tutors LLC
------------------------------

Original Message:
Sent: 01-20-2021 10:51
From: Robert Wakefield-Carl
Subject: Preferred Agent, Callback VS Normal call

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.

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

Original Message:
Sent: 01-19-2021 13:38
From: Chris Phillips
Subject: Preferred Agent, Callback VS Normal call

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)

------------------------------
Chris Phillips
Varsity Tutors LLC
------------------------------

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.


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

Original Message:
Sent: 01-20-2021 12:54
From: Chris Phillips
Subject: Preferred Agent, Callback VS Normal call

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

------------------------------
Chris Phillips
Varsity Tutors LLC

Original Message:
Sent: 01-20-2021 10:51
From: Robert Wakefield-Carl
Subject: Preferred Agent, Callback VS Normal call

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.

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

Original Message:
Sent: 01-19-2021 13:38
From: Chris Phillips
Subject: Preferred Agent, Callback VS Normal call

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)

------------------------------
Chris Phillips
Varsity Tutors LLC
------------------------------