Not today in our Agent First flow ( where the Agent is making the Outbound Call ).
But we are looking at a new Customer First flow ( only assign an agent once the customer is live on the call ) where we will add system level wrap-ups ( busy, answering machine, etc ) when the customer can't be reached.
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Sachi Pradhan
Product@Genesys
[https://twitter.com/pradhan_sabya]
[https://www.linkedin.com/in/sachipradhan/]
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Original Message:
Sent: 11-30-2022 01:54
From: Yvgeni Liberman
Subject: Callback - Wrap-up codes
Hello all,
Maybe somebody has any idea for such "customer requirements"
Scenario:
The caller leaves the "call back request" (from the IVR or during waiting in the queue)
The callback request comes to the agent and the agent makes an outbound call
The customer wants that the results of this call (busy, no answer, fax, ...) will be automatically added to the interaction.
He doesn't want to use manually assigned Wrap-up codes
Does it possible?
#ArchitectureandDesign
#Implementation
#Outbound
#SystemAdministration
#Telephony
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Best regards,
Yvgeni Liberman
ITNAV-Pro Ltd.
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