Chris_Phillips | 2021-01-19 00:25:03 UTC | #1
Hello
We have just started using Preferred agent routing for inbound calls in our Queues, and I wanted to do the same for our Scheduled Callbacks.
However I notice there is no way to assign a value to the agent (unlike when it is routed from a flow).
When you are configuring your queue for Preferred routing you are required to select a number to tell it what quality of your preferred agents that can route in that ring group. What are we supposed to use in for Callbacks?
We were planning on eventually assigning up to 20 perferred agents with different weights/numbers based on Machine learning algorithms.
I am worried now that this is impossible due to the feature not working the same as for normal calls
Thanks
Chris
Chris_Phillips | 2021-01-19 00:26:49 UTC | #2
Follow up, if we assign a preferred agent and we want them to be the only person routed the callback for 10 minutes, how would we configure the ring groups to make that happen?
Thanks
Chris
tim.smith | 2021-01-19 16:25:15 UTC | #3
General configuration and setup questions are best suited to the Genesys Cloud Community Forum. This forum is specific to API usage and customizations.
Chris_Phillips | 2021-01-19 17:52:28 UTC | #4
Hi Tim
Well I am talking about using the. api endpoint
POST /api/v2/conversations/callbacks
Which takes as a payload option
preferredAgentIds: (string[]) A list of agents to be preferred in routing.
However in the Queues that do the Routing they expect those preferred agents to have a number value assigned to them for "Preferred Agent Routing"
So now I don't know how this feature works with Callbacks created by the API
thanks
Chris
system | 2021-02-19 17:52:30 UTC | #5
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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