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  • 1.  Callback : Automate todays Agent First Callback flow ( Queue Based Auto-Answer, Auto-Dial, Auto-End )

    Posted 07-24-2023 18:20
    No replies, thread closed.

    Happy Monday!

    I have been watching the progress in the Ideas Lab for the automation of callbacks.  The last post from Genesys admin was posted in April but the update is for the month of February.

    I am hoping someone from Genesys admin will respond so we all know when this new feature will be released.  We are getting hammered on callbacks due to poor callback etiquette at this time and this feature is truly needed. 

    A valid release date would be super helpful so we are able to let our agents know and they will be better prepared for this change.

    Thanks,

    Tina


    #Roadmap/NewFeatures
    #Routing(ACD/IVR)
    #SystemAdministration

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    Tina Yocum
    Nxstage Medical, Inc.
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  • 2.  RE: Callback : Automate todays Agent First Callback flow ( Queue Based Auto-Answer, Auto-Dial, Auto-End )

    Posted 07-24-2023 23:25
    No replies, thread closed.

    Hi Tina

    Last I checked the pending release date was end of August.



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    Vaun McCarthy
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  • 3.  RE: Callback : Automate todays Agent First Callback flow ( Queue Based Auto-Answer, Auto-Dial, Auto-End )

    Posted 07-25-2023 14:07
    No replies, thread closed.

    We are getting close on this one. Working through some final deploys that were backed up by another project.

    But none of these will affect the agent experience once we go GA ( unless you are in the Beta ). All these configs will be off by default and can be turned on at the queue level to better control the roll out to agents. I posted an updated admin note in the idea portal - https://genesyscloud.ideas.aha.io/ideas/INB-I-1330



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    Sachi Pradhan
    Product@Genesys
    [https://twitter.com/pradhan_sabya]
    [https://www.linkedin.com/in/sachipradhan/]
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