Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Callback Questions

    Posted 07-20-2023 16:00
    No replies, thread closed.
    Hello All,
     
    Like so many other businesses, we are challenged with keeping a full roster of agents.  Due to this, our SLAs have fallen dramatically over the past couple of weeks. To let our callers know wait times are higher than normal, we placed a "high call volume/long wait time" message to be played.  I was recently asked if we could automate this process to where if there are 5 calls waiting in queue, the high call volume/long wait time message would play without me having to place this within a call flow.  I am reaching out to the Genesys community to see if anyone has configured this scenario or something similiar and trying to discover how complicated this can be.
     
    Our In-queue flow with callbacks was configured by Genesys and I have not looked at it, as of yet.  I wanted to get a headstart by reaching out here.
     
    I am open to any and all suggestions.  Please share anything you believe would be beneficial.
     
    Thank you!
    Tina

    #ArchitectureandDesign
    #PlatformAdministration
    #Unsure/Other

    ------------------------------
    Tina Yocum
    Nxstage Medical, Inc.
    ------------------------------


  • 2.  RE: Callback Questions

    Posted 07-20-2023 16:31
    No replies, thread closed.

    In your inqueue call flow check the built-in system variable Call.PositionInQueue.  If it's >5, play the message.



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 3.  RE: Callback Questions

    Posted 07-20-2023 16:38
    No replies, thread closed.

    As Melissa mentioned this is very easy to do. You can do it on Position in Q, Call.PositionInQueue > 5

    You could have that in a datatable, and do a lookup so you just need to update the datatable instead of the flow when you want to adjust that limit

    You could also instead do it on Estimated Wait Time (Call.EstimatedWaitTime) and if that is greater than 2 minutes for example.

    With a little more work you could do it on any metric that exist but would require some creation of DataActions which can be tricky the first time you use them. 

    It can be very simple, or it could be a little complex depending on what exactly you want and how often you expect to be updating it.



    ------------------------------
    Anton Vroon
    ------------------------------



Related Content