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  • 1.  Agent Owned Callbacks

    Posted 06-26-2023 09:28
    No replies, thread closed.

    Hi, we have the need to ensure that if a callback is set that it will always go to the agent that setup the callback.

    I have been looking around and found that this is achievable with Preferred agent routing but it is unclear for me if this is only for inbound calls as I will need to setup something in architect. If this is the case, this isn't a viable solution.

    Advanced routing overview - Genesys Cloud Resource Center (mypurecloud.com)

    I saw that in Feb 2022 something to handle this was released but again, there is nothing in here that explains this.

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    Does anyone know if we can for sure have an agent schedule a callback and that it will go to that agent always? This is a sales outbound campaign and it is critical that the original agent that set the callback receives it back.


    #Outbound

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    Judy Heckbert
    NTT America, Inc
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  • 2.  RE: Agent Owned Callbacks

    Posted 06-27-2023 11:41
    Edited by Jody Nabuurs 06-27-2023 11:41
    No replies, thread closed.

    Hi Judy, 

    Yes, we support agent-owned callbacks in outbound campaigns. See the Callback Channel section of this article: https://help.mypurecloud.com/articles/create-queues/

    The admin enables agent-owned callbacks for the queue, and then when the agent schedules a callback, the agent will have the option to take full ownership of it. See Step 7 here: https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/ 

    (Note - there must be at least one Preferred Agent Routing rule set on the queue.)

    There are also options for the supervisor to view and manage agent-owned callbacks in the Scheduled Callback view. See https://help.mypurecloud.com/articles/scheduled-callbacks-view/

    Thanks!

    Jody



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    Jody Nabuurs
    Genesys - Employees
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  • 3.  RE: Agent Owned Callbacks

    Posted 06-27-2023 11:59
    No replies, thread closed.

    Hi there, 

    Thanks for the info. I did read up on this and it appears that work in Architect needs to be done for this? Did I read that wrong?

    Also, if we are not scoring agents in Genesys I don't understand how to accomplish this.



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    Judy Heckbert
    NTT America, Inc
    ------------------------------

    Original Message


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