Genesys Cloud - Main

Anyone know if its possible to assign a callback to an inbound agent?

We experience customers who wish to speak to there account managers, when they aren't available and don't want to use voicemail/email to book a callback of return a callback we find ourselves having to relay the message via a chat.

Does anyone know if you can do this before I raise a product idea?

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------

Hi Darryn... What I would do is create the callback in another queue, either the inbound queue where these managers reside or create a callback queue and add the selected managers to that, the option to decide where the callback sits is easy to see in Architect - I would maybe use a preview script. That would be my idea.

------------------------------
Matt Calton
Grove & Dean Ltd
------------------------------

Original Message:
Sent: 10-09-2018 00:57
From: Darryn Chang
Subject: Assign callbacks to agents - Inbound

Anyone know if its possible to assign a callback to an inbound agent?

We experience customers who wish to speak to there account managers, when they aren't available and don't want to use voicemail/email to book a callback of return a callback we find ourselves having to relay the message via a chat.

Does anyone know if you can do this before I raise a product idea?

------------------------------
Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
------------------------------