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  • 1.  Schedule a call back against another queue

    Posted 07-16-2019 00:15
    Hi All,

    Wondering if anyone is able to tell me if there is a way we can create a callback against one queue but schedule it to be attached/ appear on another?

    eg: Customer calls on queue A but needs to speak with someone on queue B - Can the agent on queue A create the callback for the customer and assign it to queue B for the other team to phone back? Note: The agents have different skill sets and often wont be assigned to both queues.  

    In addition to this, if the above is possible we are wondering if the notes from the initial call would pull through?

    Thanks,
    Amy

    #Basicfeaturesandfunctionality​​ #callback ​​
    #ArchitectureandDesign
    #Unsure/Other

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    Amy Clifton
    Goodstart Early Learning
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  • 2.  RE: Schedule a call back against another queue

    Posted 07-16-2019 11:57
    We were also interested in doing this.  We were unfortunately unsuccessful in finding a way to do this.  Perhaps there is something we missed.  I would like to add that this would be very useful if there isn't currently a way to do this.

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    Pol Buckingham
    f'real foods llc
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  • 3.  RE: Schedule a call back against another queue

    GENESYS
    Posted 07-16-2019 12:00
    The agent could use a secure flow to create the callback for queue B.

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    Melissa Bailey
    Genesys - Employees
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  • 4.  RE: Schedule a call back against another queue

    Posted 07-16-2019 20:52
    Hi

    I believe you setup callback in your "in-queue" call flow? Maybe you can add a "Transfer to ACD" to the queue you wish to have the callback, before you set the "Create Callback". Not sure if it works.

    Best Regards
    MengYong

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    Meng Yong
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