Genesys Cloud - Main

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question! 

@Nicole Milliken and @George Ganahl it seems like the main ask in this post is to limit the number of callbacks allowed to be scheduled in the first place, so that an influx of customer requests don't all land in the same small time period. Do you have thoughts on that part, the answer in the Q&A did not touch on this.

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question! 

In my rambling answer I kind of presumed that the back end slot allocation would be used to modify the linked web page and present only those time slots as available for the customer or agent to choose from when scheduling the call. Then the web page would update the aforementioned back end when a new callback is scheduled (probably using a randomized time during the slot), and the back end would stop making that slot available on the web page once a specified limited number of callbacks have been scheduled for that slot.

Or something along those lines.

But controlled via the back end and linked web page (both of which are external to Genesys Cloud, though could be pulled into a Script for the agent to access).

@Nicole Milliken and @George Ganahl it seems like the main ask in this post is to limit the number of callbacks allowed to be scheduled in the first place, so that an influx of customer requests don't all land in the same small time period. Do you have thoughts on that part, the answer in the Q&A did not touch on this.

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question! 

@Nicole Milliken and @George Ganahl it seems like the main ask in this post is to limit the number of callbacks allowed to be scheduled in the first place, so that an influx of customer requests don't all land in the same small time period. Do you have thoughts on that part, the answer in the Q&A did not touch on this.

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Brad Murlin
Zillow, Inc.

Original Message:
Sent: 02-09-2023 15:21
From: Nicole Milliken
Subject: Anyone know if this is doable in Genesys? (customer schedules voice callback based on time slot/resource availability

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question! 

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Nicole Milliken
Genesys - Employees

Original Message:
Sent: 01-26-2023 11:46
From: Kyle Horton
Subject: Anyone know if this is doable in Genesys? (customer schedules voice callback based on time slot/resource availability

Today part of my business uses a tool called Engageware (aka Time trade) in their technical support area.  It's used in two purposes - 1) customers with premium plans can to to a link and schedule a callback (though on the back end, we control what slots are available based on resource planning), and 2) for our very small lower volume product teams, if level 1 cannot resolve it,  they to to a link and schedule a callback on the customer's behalf.  What is done on the back end is we reserve for example 3 1 hour slots from 09:00-14:00,  or 2 30 minute slots from 8:00-16:00, to be chosen from.

When the customer is called, its just an outbound call, not integrated with WFM/Resourcing or rolled up reporting.  Ideally we'd like it it to use the Genesys callback.  I'm curious if anyone is doing something similarly with Genesys today or knows of a third party that does this that better integrates with Genesys.

I hope this makes sense?
#Outbound
#Unsure/Other

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Kyle Horton
SAGE GLOBAL SERVICES LIMITED
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@Nicole Milliken and @George Ganahl it seems like the main ask in this post is to limit the number of callbacks allowed to be scheduled in the first place, so that an influx of customer requests don't all land in the same small time period. Do you have thoughts on that part, the answer in the Q&A did not touch on this.

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question! 

That is correct.   It would need to manage/control how  many slots were available at any particular time.  but I appreciate everyones inputs!

@Nicole Milliken and @George Ganahl it seems like the main ask in this post is to limit the number of callbacks allowed to be scheduled in the first place, so that an influx of customer requests don't all land in the same small time period. Do you have thoughts on that part, the answer in the Q&A did not touch on this.

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question! 

We have a similar use case with our callback bot, which offers callbacks in hourly slots between 8 AM and 5 PM. Is there a way to set a limit on the number of callbacks allowed per hour?

That is correct.   It would need to manage/control how  many slots were available at any particular time.  but I appreciate everyones inputs!

@Nicole Milliken and @George Ganahl it seems like the main ask in this post is to limit the number of callbacks allowed to be scheduled in the first place, so that an influx of customer requests don't all land in the same small time period. Do you have thoughts on that part, the answer in the Q&A did not touch on this.

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question! 

We have a similar use case with our callback bot, which offers callbacks in hourly slots between 8 AM and 5 PM. Is there a way to set a limit on the number of callbacks allowed per hour?

That is correct.   It would need to manage/control how  many slots were available at any particular time.  but I appreciate everyones inputs!

@Nicole Milliken and @George Ganahl it seems like the main ask in this post is to limit the number of callbacks allowed to be scheduled in the first place, so that an influx of customer requests don't all land in the same small time period. Do you have thoughts on that part, the answer in the Q&A did not touch on this.

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question! 

I have not built it out to test, but I think you could use a data table to keep track of the time slots and how many callbacks are scheduled for each hour. You would have to get the info from the data table to shape the times offered in the bot, and probably have to use a data action to update the appropriate field in the data table when a new Callback is scheduled....I think it is doable as long as you don't try to manage too many days or have too many Callbacks being scheduled...

I realize that's pretty vague, but is something to explore.

We have a similar use case with our callback bot, which offers callbacks in hourly slots between 8 AM and 5 PM. Is there a way to set a limit on the number of callbacks allowed per hour?

That is correct.   It would need to manage/control how  many slots were available at any particular time.  but I appreciate everyones inputs!

@Nicole Milliken and @George Ganahl it seems like the main ask in this post is to limit the number of callbacks allowed to be scheduled in the first place, so that an influx of customer requests don't all land in the same small time period. Do you have thoughts on that part, the answer in the Q&A did not touch on this.

Hi @Kyle Horton 

Your question has an answer on the latest episode of The Q&A Show! Take a look at the 24:40 mark. Thank you for submitting your question!