Genesys Cloud - Main

Hi,

I dont understand ths method to routing callback to agent


If my callback (scheduled by me) is automatically route to me, why If I don't select "Route callback to me if possible", the callback is sent to the queue's next available agent ???

Thanks
Sergio

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Sergio Rota
F1 Consulting & Services srl
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Hi Sergio,

It seems that our documentation needs a bit updating, do you have the link to the article you are referencing below? The article that bests described how scheduling a callback works is listed here: https://help.mypurecloud.com/articles/schedule-a-callback/

Basically the agent has 2 options: 1) Just schedule the callback for the queue which means anybody in the queue can be getting the callback or 2) ACD will try to route the conversation back to the user who scheduled it. Keep in mind that that if the user is not available to take the conversation when the scheduled time has expired the callback will be routed to the next available agent in the queue. 

In the future we plan some enhancements to allow you more control about how long a callback should wait for the agent to become available before routing to the rest of the queue when using the 'Route Callback to me if possible' option. 

Hope this helps?

Regards,

Jeroen

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Jeroen Buis
Genesys - Director, Product Management
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This comes from the https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/ topic.

I have submitted feedback to the documentation team asking them to check with Development and see if the behavior description can be clarified.

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George Ganahl
Principal Program Manager
Genesys
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Original Message:
Sent: 07-18-2018 07:26
From: Jeroen Buis
Subject: Agent Scheduling Callbacks

Hi Sergio,

It seems that our documentation needs a bit updating, do you have the link to the article you are referencing below? The article that bests described how scheduling a callback works is listed here: https://help.mypurecloud.com/articles/schedule-a-callback/

Basically the agent has 2 options: 1) Just schedule the callback for the queue which means anybody in the queue can be getting the callback or 2) ACD will try to route the conversation back to the user who scheduled it. Keep in mind that that if the user is not available to take the conversation when the scheduled time has expired the callback will be routed to the next available agent in the queue.

In the future we plan some enhancements to allow you more control about how long a callback should wait for the agent to become available before routing to the rest of the queue when using the 'Route Callback to me if possible' option.

Hope this helps?

Regards,

Jeroen

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Jeroen Buis
Genesys - Director, Product Management
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I've made some revisions and clarifications to that article:

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Ed Crabtree
Technical Writer
Genesys - PureCloud
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Original Message:
Sent: 07-18-2018 07:26
From: Jeroen Buis
Subject: Agent Scheduling Callbacks

Hi Sergio,

It seems that our documentation needs a bit updating, do you have the link to the article you are referencing below? The article that bests described how scheduling a callback works is listed here: https://help.mypurecloud.com/articles/schedule-a-callback/

Basically the agent has 2 options: 1) Just schedule the callback for the queue which means anybody in the queue can be getting the callback or 2) ACD will try to route the conversation back to the user who scheduled it. Keep in mind that that if the user is not available to take the conversation when the scheduled time has expired the callback will be routed to the next available agent in the queue.

In the future we plan some enhancements to allow you more control about how long a callback should wait for the agent to become available before routing to the rest of the queue when using the 'Route Callback to me if possible' option.

Hope this helps?

Regards,

Jeroen

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Jeroen Buis
Genesys - Director, Product Management
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This post was removed

​​@Sergio Rota, I saw that you added a new question to this thread. Please post it as a new discussion. Thank you!

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Matt Lawson
Genesys - Employees
Online Community Manager
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