A place to ask questions, connect with others, and stay in the know
Tim is correct it can be requeued with a different skillset. And Paul is correct in that how you setup the callback matters. And there are really 2 different ways to setup a callback:
Scenario01: The Call Morph ScenarioA call comes into the IVR and is routed to an ACD queue. In a queue menu, the caller opts to leave a callback. The call remains in queue and morphs into a callback with the same properties. In this case, the callback retains it's place in line, properties, skills, etc (unless you strip skills away via the inqueue menu separately). Be careful with the data in this scenario. In this scenario, the reporting data will show 1 nEnteredACD for the call, and 1nAnsweredACD for the callback. The Call itself will never show answered and the callback itself will never show entered. So the numbers will appear off for media-type reporting.
Scenario02: The FlowOut ScenarioA call come sinto the IVR and is routed to an ACD queue. In a queue menu, the caller opts to leave a callback. In the IVR, you will create a setup where the call will hit another node, flowing the call out of Queue01, creating the callback, and flowing the callback into Queue02. In this case, the callback will not retain it's place in line. However, it will give an admin the ability to strip skills, alter priority, etc. But in this scenario the data on the media-type reports will look much, much cleaner. It will show you have 1 nEnteredACD and 1nFlowOutACD for the call. And it will show you have 1 nEnteredACD and 1nAnsweredACD for the callback.
Also note that no matter which scenario you choose to implement, there are no OOB reports or even OOB data written to the DB that will tie the inbound call, the callback, and the outbound call(s) made on behalf of the callback together.
I don't have this 100% working, but it has been a pet project of mine to work on during all my free time. ;-)But I have been utilizing the Eic_Callback* attributes (found in the Attribute Reference Guide) and logging their values along with their CallIDKeys to the Eic_CustomAttributes DB table.
From there, I'm hopeful to tie interactions together via Power BI and DB queries. This way, I can avoid any sort of messy handlers, IceLib/ICWS, and it should smooth out future upgrades. Hopefully.
Correct. That's how I've been getting my custom information into that table. Figured it's easier than following Handlers all over the place!
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.