Genesys Cloud - Main

Does anyone have any advice on how to configure the following:

1. callback priority - before 5 mins is not a priority however after 5 mins is

2. ways to identify a customer if they have called in BEFORE their callback has been called

3. if a single call waits for 4 minutes and it is busy can we make it so that later customers dont have to wait 4 mins but get the CB message after say 2 minutes

I have a global in queue flow already created but I now need to do the above if it is possible

Does anyone have any advice on how to configure the following:

1. callback priority - before 5 mins is not a priority however after 5 mins is

2. ways to identify a customer if they have called in BEFORE their callback has been called

3. if a single call waits for 4 minutes and it is busy can we make it so that later customers dont have to wait 4 mins but get the CB message after say 2 minutes

I have a global in queue flow already created but I now need to do the above if it is possible

Hi @richard craig, 
Are you talking about scheduled callbacks or in-queue callbacks (hold position in queue). 

My understanding is for scheduled callbacks, system will push the callback to agents as soon as the callback is due and if no agent is available it will be pushed as soon as someone is available and will be pushed before any other scheduled callback which may also have gone past their scheduled time. Are you trying to do something with this scenario ?

The other type of callback is in-queue callback or sometimes called "hold-your-position-in-queue". This is where you offer customers to remain in queue if they choose to and the inbound call is converted to a callback and offered to agents as soon as it reaches the top of queue.
It would be good to understand what exactly you are trying to achieve.

Irrespective, I think changing priority based on timings may need you to run some triggers or workflow that can update priority. 
Another way would be to wait until the scheduled callbacks are moved to the queue, then within your in-queue-flow, you can you can check the status of the callback, datetime values etc and change priority when required.  You may need to define data-actions to get additional callback information to act on. This in-queue-flow method can work for any type of conversation and not just callbacks.

Hope this helps.

Regards

Does anyone have any advice on how to configure the following:

1. callback priority - before 5 mins is not a priority however after 5 mins is

2. ways to identify a customer if they have called in BEFORE their callback has been called

3. if a single call waits for 4 minutes and it is busy can we make it so that later customers dont have to wait 4 mins but get the CB message after say 2 minutes

I have a global in queue flow already created but I now need to do the above if it is possible

In queue callbacks where after a given period of time the customer is prompted to press 1 to receive a callback and then 1 to be called back on the current number or 2 for a different number.

Hi @richard craig, 
Are you talking about scheduled callbacks or in-queue callbacks (hold position in queue). 

My understanding is for scheduled callbacks, system will push the callback to agents as soon as the callback is due and if no agent is available it will be pushed as soon as someone is available and will be pushed before any other scheduled callback which may also have gone past their scheduled time. Are you trying to do something with this scenario ?

The other type of callback is in-queue callback or sometimes called "hold-your-position-in-queue". This is where you offer customers to remain in queue if they choose to and the inbound call is converted to a callback and offered to agents as soon as it reaches the top of queue.
It would be good to understand what exactly you are trying to achieve.

Irrespective, I think changing priority based on timings may need you to run some triggers or workflow that can update priority. 
Another way would be to wait until the scheduled callbacks are moved to the queue, then within your in-queue-flow, you can you can check the status of the callback, datetime values etc and change priority when required.  You may need to define data-actions to get additional callback information to act on. This in-queue-flow method can work for any type of conversation and not just callbacks.

Hope this helps.

Regards

Does anyone have any advice on how to configure the following:

1. callback priority - before 5 mins is not a priority however after 5 mins is

2. ways to identify a customer if they have called in BEFORE their callback has been called

3. if a single call waits for 4 minutes and it is busy can we make it so that later customers dont have to wait 4 mins but get the CB message after say 2 minutes

I have a global in queue flow already created but I now need to do the above if it is possible

Does anyone have any advice on how to configure the following:

1. callback priority - before 5 mins is not a priority however after 5 mins is

2. ways to identify a customer if they have called in BEFORE their callback has been called

3. if a single call waits for 4 minutes and it is busy can we make it so that later customers dont have to wait 4 mins but get the CB message after say 2 minutes

I have a global in queue flow already created but I now need to do the above if it is possible