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"A call into a queue (inbound) with a current callback (outbound)"

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  • 1.  "A call into a queue (inbound) with a current callback (outbound)"

    Posted 10-16-2023 03:08
    No replies, thread closed.

    Based on usual understanding, C2C works like this, first, C2C will check if there is available agent in the system, when C2C find an available agent, they will call our customer, meanwhile, the available agent who is found by C2C will be occupied by this C2C call, since C2C has the highest priority, this agent should not answer other calls, like the call from IVR, But agents are answering calls from IVR first, which caused no available agent. 

    Question: Is this expected and working as designed? Seems C2C does not work as the highest priority.


    #ArchitectureandDesign
    #Outbound

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    Clovette Cabading
    Genesys - Employees
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  • 2.  RE: "A call into a queue (inbound) with a current callback (outbound)"

    Posted 10-21-2023 20:30
    No replies, thread closed.

    My first question would be do you already have the "customer first" callback code?  If so, why don't I?  Are you talking about Outbound or Agent scheduled calls?  Trying to figure out what you are talking about since I thought we were still a few months away from "customer first" since we can't even get "agent first" out the door!  Looks like that is still in the oven until 11/1.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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