Genesys Cloud - Main

Morning,

We're in the process of testing agent Preferred Callbacks, for callbacks scheduled during an outbound preview campaign, and was wondering if anyone has any experience in this scenario.

If Agent A, schedules a callback, and in the settings, we've got this to route to all preferred agents for 10 minutes, and the agent is on another interaction at the time that callback is due. Should this wait for Agent A, for upto 10 minutes, or be delivered to an available agent currently on queue?

Thanks 

Hi Adam, good day.

I just wanted to clarify whether you are referring to Preferred Agent Routing method, or that an agent can select ownership of a scheduled callback?

Either way, this is what I was able to find on the resource center 

According to this link, scheduled callbacks are not impacted by preferred agent routing.

https://help.mypurecloud.com/faqs/can-i-use-preferred-agent-routing-with-scheduled-callbacks/

https://help.mypurecloud.com/articles/advanced-routing-overview/

With Preferred Agent Routing, it will follow the configuration rules and route to the preferred agents for that specific length of time.  If no agents are available, it will move on to the next ring/rule.  So if the rule is configured for 10 minutes, it will attempt for 10 minutes before moving to the next rule.

Hope this helps.

Regards

Stephan

Morning,

We're in the process of testing agent Preferred Callbacks, for callbacks scheduled during an outbound preview campaign, and was wondering if anyone has any experience in this scenario.

If Agent A, schedules a callback, and in the settings, we've got this to route to all preferred agents for 10 minutes, and the agent is on another interaction at the time that callback is due. Should this wait for Agent A, for upto 10 minutes, or be delivered to an available agent currently on queue?

Thanks 

Morning Stephen,

I'm referring to the preferred agent routing, as with Agent Owned, the agent will own it for least 1 hour, and if they're unavailable, I'd want that redirected to another user well before the hour. 

With preferred agent routing, where scheduling the callback, the agent selects route to me if possible, I was hoping the setting would allow to hold to that user for 10 minutes, before looking for another available user. During testing, if Agent A was otherwise engaged, it would router straight to another user. 

Hi Adam, good day.

I just wanted to clarify whether you are referring to Preferred Agent Routing method, or that an agent can select ownership of a scheduled callback?

Either way, this is what I was able to find on the resource center 

According to this link, scheduled callbacks are not impacted by preferred agent routing.

https://help.mypurecloud.com/faqs/can-i-use-preferred-agent-routing-with-scheduled-callbacks/

https://help.mypurecloud.com/articles/advanced-routing-overview/

With Preferred Agent Routing, it will follow the configuration rules and route to the preferred agents for that specific length of time.  If no agents are available, it will move on to the next ring/rule.  So if the rule is configured for 10 minutes, it will attempt for 10 minutes before moving to the next rule.

Hope this helps.

Regards

Stephan

Morning,

We're in the process of testing agent Preferred Callbacks, for callbacks scheduled during an outbound preview campaign, and was wondering if anyone has any experience in this scenario.

If Agent A, schedules a callback, and in the settings, we've got this to route to all preferred agents for 10 minutes, and the agent is on another interaction at the time that callback is due. Should this wait for Agent A, for upto 10 minutes, or be delivered to an available agent currently on queue?

Thanks 

Morning Stephen,

I'm referring to the preferred agent routing, as with Agent Owned, the agent will own it for least 1 hour, and if they're unavailable, I'd want that redirected to another user well before the hour. 

With preferred agent routing, where scheduling the callback, the agent selects route to me if possible, I was hoping the setting would allow to hold to that user for 10 minutes, before looking for another available user. During testing, if Agent A was otherwise engaged, it would router straight to another user. 

Hi Adam, good day.

I just wanted to clarify whether you are referring to Preferred Agent Routing method, or that an agent can select ownership of a scheduled callback?

Either way, this is what I was able to find on the resource center 

According to this link, scheduled callbacks are not impacted by preferred agent routing.

https://help.mypurecloud.com/faqs/can-i-use-preferred-agent-routing-with-scheduled-callbacks/

https://help.mypurecloud.com/articles/advanced-routing-overview/

With Preferred Agent Routing, it will follow the configuration rules and route to the preferred agents for that specific length of time.  If no agents are available, it will move on to the next ring/rule.  So if the rule is configured for 10 minutes, it will attempt for 10 minutes before moving to the next rule.

Hope this helps.

Regards

Stephan

Morning,

We're in the process of testing agent Preferred Callbacks, for callbacks scheduled during an outbound preview campaign, and was wondering if anyone has any experience in this scenario.

If Agent A, schedules a callback, and in the settings, we've got this to route to all preferred agents for 10 minutes, and the agent is on another interaction at the time that callback is due. Should this wait for Agent A, for upto 10 minutes, or be delivered to an available agent currently on queue?

Thanks 

Hi Adam,

How are you creating the scheduled callbacks?

You can set Preferred Agents when using APIs, so without having tested this I'd assume it works.
If so instead of using the schedule callback widget you could build your own form for this in scripts, and call a data action (post /api/v2/conversations/callbacks) that stores a scheduled callback with preferred agent settings.

Morning Stephen,

I'm referring to the preferred agent routing, as with Agent Owned, the agent will own it for least 1 hour, and if they're unavailable, I'd want that redirected to another user well before the hour. 

With preferred agent routing, where scheduling the callback, the agent selects route to me if possible, I was hoping the setting would allow to hold to that user for 10 minutes, before looking for another available user. During testing, if Agent A was otherwise engaged, it would router straight to another user. 

Hi Adam, good day.

I just wanted to clarify whether you are referring to Preferred Agent Routing method, or that an agent can select ownership of a scheduled callback?

Either way, this is what I was able to find on the resource center 

According to this link, scheduled callbacks are not impacted by preferred agent routing.

https://help.mypurecloud.com/faqs/can-i-use-preferred-agent-routing-with-scheduled-callbacks/

https://help.mypurecloud.com/articles/advanced-routing-overview/

With Preferred Agent Routing, it will follow the configuration rules and route to the preferred agents for that specific length of time.  If no agents are available, it will move on to the next ring/rule.  So if the rule is configured for 10 minutes, it will attempt for 10 minutes before moving to the next rule.

Hope this helps.

Regards

Stephan

Morning,

We're in the process of testing agent Preferred Callbacks, for callbacks scheduled during an outbound preview campaign, and was wondering if anyone has any experience in this scenario.

If Agent A, schedules a callback, and in the settings, we've got this to route to all preferred agents for 10 minutes, and the agent is on another interaction at the time that callback is due. Should this wait for Agent A, for upto 10 minutes, or be delivered to an available agent currently on queue?

Thanks