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  • 1.  Agent Scheduling Callbacks

    Posted 07-17-2018 07:01
    No replies, thread closed.
    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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  • 2.  RE: Agent Scheduling Callbacks

    Posted 07-18-2018 07:27
    No replies, thread closed.
    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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    Original Message


  • 3.  RE: Agent Scheduling Callbacks

    Posted 07-18-2018 09:55
    No replies, thread closed.
    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


  • 4.  RE: Agent Scheduling Callbacks
    Best Answer

    Posted 07-18-2018 13:34
    No replies, thread closed.
    I've made some revisions and clarifications to that article:
    Image of the article about scheduling a callback in an interaction
    These revisions will take effect upon the next update of the Resource Center, typically Wednesday mornings if not sooner.

    Thanks for help us make the Resource Center better.


    ------------------------------
    Ed Crabtree
    Technical Writer
    Genesys - PureCloud
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    Original Message


  • 5.  RE: Agent Scheduling Callbacks

    This message was posted by a user wishing to remain anonymous
    Posted 07-19-2018 02:46
    Edited by Matt Lawson 07-19-2018 08:31
    No replies, thread closed.
    This post was removed


  • 6.  RE: Agent Scheduling Callbacks

    Posted 07-19-2018 08:40
    No replies, thread closed.
    ​​@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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    Original Message


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