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  • 1.  Call Back presented to agent with a delay of 2 minutes

    Posted 07-26-2024 10:27
    No replies, thread closed.

    Is it possible to present a call back to the agent after 2 minutes once the agent is available and not presented immediately after the agent comes back online from a call or offline?


    #ArchitectureandDesign

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    John Francis
    Empeople Credit Union
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  • 2.  RE: Call Back presented to agent with a delay of 2 minutes

    Posted 07-26-2024 14:34
    No replies, thread closed.

    Hey John,

    Welcome to the community! I'm not sure if we have a way to have a built in delay based on the agent's prior status. My initial idea would be to have the agent wait Off Queue for 2 minutes, or whatever you would want a a buffer, before going back On Queue.

    Could you give a little more context to your question or does that help?



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    Jason Kleitz
    Genesys - Employees
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    Original Message


  • 3.  RE: Call Back presented to agent with a delay of 2 minutes
    Best Answer

    Posted 07-26-2024 17:11
    No replies, thread closed.

    A lot depends on what you are actually trying to achieve here.

    Is it just Callbacks, or all Interactions? My guess is that you want your Agents to answer Live Calls and only if they don't have any for 2 minutes start processing callbacks? Unfortunately, this isn't how Callbacks were designed since they are intended to "hold you place" in the queue. It may be possible, but I can't think of a way to do it.

    If it's all Interaction types (or the Agent only processes Callbacks) then you could use the ACW settings for the Queue to enforce a 2-minute "cool-off" period.



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


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