Genesys Cloud CX

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  • 1.  Callback - Wrap-up codes

    Posted 11-30-2022 01:54
    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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  • 2.  RE: Callback - Wrap-up codes

    GENESYS
    Posted 12-01-2022 09:52
    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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  • 3.  RE: Callback - Wrap-up codes

    GENESYS
    Posted 12-01-2022 11:29

    For reference on that Customer First Callback feature:


    https://genesyscloud.ideas.aha.io/ideas/INB-I-128



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    George Ganahl GCP (Genesys Cloud)
    Principal PS Consultant
    Genesys
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