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  • 1.  Begin callback timer

    Posted 04-26-2022 07:00
    No replies, thread closed.
    Would anyone know if its possible to add a timer after a call-back interaction has been accepted?

    what is happening after an agent accepts a call-back they will need to begin or end the call-back, but finding some agents are sitting on this status for longer then required 

    Ideally we want the call-backs to begin after x amount of seconds or go to the next available agent
    #ArchitectureandDesign


  • 2.  RE: Begin callback timer

    Posted 04-27-2022 00:56
    No replies, thread closed.
    There are 3rd-party products on AppFoundry to handle the callback issues you describe.  The last one about sending it back to queue is a new one and worth adding to the Ideas site.  Genesys is working over the next several quarters to enhance this agent experience and they are looking for ideas like this to make the overall process better.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: Begin callback timer

    Posted 04-27-2022 09:45
    No replies, thread closed.
    I was on the roadmap webinar Genesys did the other day and Call-back functionality was on there.  They're planning on having the system do the call back rather than waiting on the agent to click "Begin Call".  They're also looking to have the system recognize when a voicemail is received on the call back and not send those to an agent.   ​

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    nichole conway
    State of Missouri - Family Support Division
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    Original Message


  • 4.  RE: Begin callback timer

    Posted 09-06-2022 17:08
    No replies, thread closed.
    Is there any update to the callback functionality that eliminates the need for the agent to "Begin Call?"      This has been difficult to manage and unfortunately some agents are more than happy to sit there with a customer waiting.

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    Judith Jimenez
    CURE Auto Insurance
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    Original Message


  • 5.  RE: Begin callback timer

    Posted 09-06-2022 17:14
    No replies, thread closed.
    Yes, the auto-call, auto-disconnect new and refined callback mechanism is in Beta.  Sign up here if you are daring:  https://forms.office.com/r/mBg5MwE2QK

    You might have to go through this link first:  Genesys Cloud - Beta HQ - Genesys

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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