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  • 1.  Agent Scheduled Callback Priority

    Posted 08-24-2020 21:00
    Hi @George Ganahl, quick question. Short of adding a data action to a script to allow an agent to schedule a callback with a priority assigned to it, is there a way to force the existing calls already established priority to the calls default agent scheduled callback option? Hope that makes sense.

    Ang
    #Routing(ACD/IVR)

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    Angelia Harper
    Avtex Solutions, LLC
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  • 2.  RE: Agent Scheduled Callback Priority

    Posted 08-26-2020 02:54
    Hello Angelia,

    I'm not fully understanding what you are trying to explain. Do you want that existing scheduled callbacks already in queue, to have priority over newly created scheduled callbacks? Can you provide the use case?

    Kind regards,

    Dieter

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    Dieter Wijnen
    Telenet BVBA
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  • 3.  RE: Agent Scheduled Callback Priority

    GENESYS
    Posted 09-01-2020 15:42
    Angie,

    I have been experimenting with the Scripter.Schedule Callback action and with the API. I don't see a way to set the priority on the scheduled callback from a script without doing an API call with the Execute Data Action action.

    I verified that the POST/api/v2/conversations/callbacks API endpoint successfully created a Scheduled Callback with a priority of 100, no problem, so it shouldn't be hard to create a Custom Data Action to do it and pass the values from a script.

    Sorry to take so long to get back to you.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 4.  RE: Agent Scheduled Callback Priority

    Posted 07-01-2022 03:24
    Edited by Rogelio John Elanga 07-01-2022 03:24

    Hi George,

    I have tested this scenario as well however the priority does not take effect.

    under the routingData I have scheduled 2 callbacks. one with 0 and the other as 100. I have scheduled 0 couple of seconds before the other one and have the same start time.

    example

    I've scheduled both for 7:05pm. 0 priority was scheduled first then the 100. But the scheduled callback with priority 100 does not get offered first before the other.

    Can you provide more guidance on this please? 



    ------------------------------
    Rogelio John Elanga
    Cognizant Technology Solutions Corporation
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  • 5.  RE: Agent Scheduled Callback Priority

    GENESYS
    Posted 07-01-2022 14:34
    Well...

    I created two scheduled callbacks with that API, one with a priority of 100, the other with a priority of 1, both scheduled for the exact same time.

    Querying the conversations using /api/v2/conversations/{conversationId} I see:
        {
          "id": "22653b5c-0ed1-484a-818d-80aa6e85a6ec",
          "startTime": "2022-07-01T18:22:59.194Z",
          "queueId": "86141655-2978-4b9e-8897-0677dc07b742",
          "queueName": "Customer Service",
          "purpose": "acd",
          "wrapupRequired": false,
          "conversationRoutingData": {
            "queue": {
              "id": "86141655-2978-4b9e-8897-0677dc07b742",
              "selfUri": "/api/v2/routing/queues/86141655-2978-4b9e-8897-0677dc07b742"
            },
            "priority": 1,
            "skills": [],
            "scoredAgents": []
          },​
    and
        {
          "id": "c2df17f7-69e0-4ad4-ab6e-95435b07abcf",
          "startTime": "2022-07-01T18:23:19.695Z",
          "queueId": "86141655-2978-4b9e-8897-0677dc07b742",
          "queueName": "Customer Service",
          "purpose": "acd",
          "wrapupRequired": false,
          "conversationRoutingData": {
            "queue": {
              "id": "86141655-2978-4b9e-8897-0677dc07b742",
              "selfUri": "/api/v2/routing/queues/86141655-2978-4b9e-8897-0677dc07b742"
            },
            "priority": 100,
            "skills": [],
            "scoredAgents": []
          },​

    The one with 100 priority was created second.

    When I subsequently went On Queue, that second one with Priority 100 was routed first.

    I think your issue is that you scheduled on for a slightly earlier callback time than the other, so therefore they are not equal. A Scheduled Callback gets routed at the time scheduled. Priority has nothing to do with that. It's only when multiple callbacks are scheduled for the exact same time that Priority has effect.



    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
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  • 6.  RE: Agent Scheduled Callback Priority

    Posted 07-01-2022 14:55

    I have submitted and created the callbacks with the same scheduled time to tests the scenario.

    Even if the starttime would differ (as this refers when the api call initiated the callback creation), the scheduled callbacktime should offer them at the same time and with priorities it should provide the leverage for a couple of minutes to the other callback. Wouldn't that be the expected behavior ?

    For example 

    Call 1 : was initiated at  2022-07-01T18:22:59.194Z - priority 0

    Call 2: was initiated at   2022-07-01T18:23:19.695Z - priority 10

    but both calls are scheduled at 2022-07-01T18:24:00.00Z , the priority wouldn't be displayed but at the backend it should be able to identify the priority. 

    callbackScheduledTime
    (string, optional): The scheduled date-time for the callback as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss.SSSZ

    Then as the priority is explained on the knowledge base. Shouldn't it provide the leverage for couple of minutes? I tried testing 100 as well.

    it was even included at the requests for the routing data when you send a request to /api/v2/conversations/callbacks and description provided was "priority
    (integer, optional): The priority for routing" . Unless the callback disregards the priority? Same as disregarding the ACW timeout setup for the queues.

    This is what confusing me as the documentation provided this information.



    ------------------------------
    Rogelio John Elanga
    Cognizant Technology Solutions Corporation
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  • 7.  RE: Agent Scheduled Callback Priority

    GENESYS
    Posted 07-01-2022 15:08
    I can't tell from here what you are doing differently. It works fine in my environment, and routes the higher priority callback first when both have the same callbackScheduledTime setting.

    You will have to open a case with Support and have them walk though what is happening in your situation, I guess. They can look at the back end logs and see what is happening.

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 8.  RE: Agent Scheduled Callback Priority

    Posted 07-01-2022 15:11

    Created 2 callbacks as of now , Screenshot is UTC+8

    {
    "scriptId": "cbb976ff-f7de-45a6-8b88-c259e1f080c9",
    "routingData": {
    "queueId": "52f09ab2-903b-4cac-8cd4-aa4c769c267d",
    "priority": 100,
    "routingFlags": []
    },
    "callbackUserName": "RJ TEST 100",
    "callbackNumbers": ["+639177949721"],
    "callbackScheduledTime": " 2022-07-01T19:04:28+0000",
    "validateCallbackNumbers": true

    }
    Same format , different Username and priority
    Checked  /api/v2/conversations/{conversationId} 
    741d263f-d3e5-40d3-b74a-8fc8f7e3ba1e prio 0

    "participantId": "c26ea7d1-09e5-484c-bf77-0a1fcaed1728",
    "purpose": "acd",
    "sessions": [
    {
    "agentBullseyeRing": 1,
    "callbackNumbers": [
    "+639177949721"
    ],
    "callbackScheduledTime": "2022-07-01T19:04:28Z",
    "callbackUserName": "RJ TEST",
    "direction": "outbound",
    "mediaType": "callback",
    "peerId": "6cb36be1-6df1-4a07-95f0-55a322fd15d8",
    "provider": "PureCloud Callback",
    "remote": "RJ TEST",
    "requestedRoutings": [
    "Bullseye"
    ],

    a4c17caa-652e-4312-961f-c2c80cf13fdf prio 100


    {
    "participantId": "498d37ef-9640-4c02-a953-8de823681154",
    "purpose": "acd",
    "sessions": [
    {
    "agentBullseyeRing": 1,
    "callbackNumbers": [
    "+639177949721"
    ],
    "callbackScheduledTime": "2022-07-01T19:04:28Z",
    "callbackUserName": "RJ TEST 100",
    "direction": "outbound",
    "mediaType": "callback",
    "peerId": "5a132328-868d-4085-a079-7a0858e7a117",
    "provider": "PureCloud Callback",
    "remote": "RJ TEST 100",
    "requestedRoutings": [
    "Bullseye"
    ],
    But still the prio 0 was offered first.


    ------------------------------
    Rogelio John Elanga
    Cognizant Technology Solutions Corporation
    ------------------------------



  • 9.  RE: Agent Scheduled Callback Priority

    Posted 07-01-2022 15:13

    Thanks @George Ganahl

    Will create a case. I have posted on the developer forum as well to get more clarity.​



    ------------------------------
    Rogelio John Elanga
    Cognizant Technology Solutions Corporation
    ------------------------------