Genesys Cloud - Main

Hello,

In order to set a lower priority for callbacks (compared to incoming calls in the other queues assigned to agents), we considered using the API PATCH /api/v2/routing/conversations/{conversationId}. The data action returns a success, but we still see the default priority in Queue Activity.

How can we change the priority of callbacks?

Thanks

#API/Integrations
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony

------------------------------
Rihab
------------------------------

Hello Rihab, 

This is currently an enhancement request in our ideas lab. Please go vote for it!

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1632

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 12-18-2024 06:04
From: Rihab BEN MALEK
Subject: callbacks priority

Hello,

In order to set a lower priority for callbacks (compared to incoming calls in the other queues assigned to agents), we considered using the API PATCH /api/v2/routing/conversations/{conversationId}. The data action returns a success, but we still see the default priority in Queue Activity.

How can we change the priority of callbacks?

Thanks

#API/Integrations
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony

------------------------------
Rihab
------------------------------

If you want a different priority, you need to assign it with the 0 ot 10 then a + and whatever number.   So if you wanted 5010, you would have:  10+5000.  I don't know the upper limit on that value, but not really needed too high. 

Hello Rihab, 

This is currently an enhancement request in our ideas lab. Please go vote for it!

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1632

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 12-18-2024 06:04
From: Rihab BEN MALEK
Subject: callbacks priority

Hello,

In order to set a lower priority for callbacks (compared to incoming calls in the other queues assigned to agents), we considered using the API PATCH /api/v2/routing/conversations/{conversationId}. The data action returns a success, but we still see the default priority in Queue Activity.

How can we change the priority of callbacks?

Thanks

#API/Integrations
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony

------------------------------
Rihab
------------------------------

The idea is to lower the priority of callbacks. Specifically, when an agent is in queue and assigned to multiple queues, they should receive incoming calls first and callbacks last, rather than having both with the same priority. Would assigning a negative priority (e.g., a negative number) achieve this?

If you want a different priority, you need to assign it with the 0 ot 10 then a + and whatever number.   So if you wanted 5010, you would have:  10+5000.  I don't know the upper limit on that value, but not really needed too high. 

Hello Rihab, 

This is currently an enhancement request in our ideas lab. Please go vote for it!

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1632

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 12-18-2024 06:04
From: Rihab BEN MALEK
Subject: callbacks priority

Hello,

In order to set a lower priority for callbacks (compared to incoming calls in the other queues assigned to agents), we considered using the API PATCH /api/v2/routing/conversations/{conversationId}. The data action returns a success, but we still see the default priority in Queue Activity.

How can we change the priority of callbacks?

Thanks

#API/Integrations
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony

------------------------------
Rihab
------------------------------

Someone at Genesys will have to confirm, but i don't think it even take a negative.  Best is to bring voice in higher and then go less than that for callback.  Be aware, when clients have done this, they get so stacked up on callbacks that they never get to them.

The idea is to lower the priority of callbacks. Specifically, when an agent is in queue and assigned to multiple queues, they should receive incoming calls first and callbacks last, rather than having both with the same priority. Would assigning a negative priority (e.g., a negative number) achieve this?

If you want a different priority, you need to assign it with the 0 ot 10 then a + and whatever number.   So if you wanted 5010, you would have:  10+5000.  I don't know the upper limit on that value, but not really needed too high. 

Hello Rihab, 

This is currently an enhancement request in our ideas lab. Please go vote for it!

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1632

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 12-18-2024 06:04
From: Rihab BEN MALEK
Subject: callbacks priority

Hello,

In order to set a lower priority for callbacks (compared to incoming calls in the other queues assigned to agents), we considered using the API PATCH /api/v2/routing/conversations/{conversationId}. The data action returns a success, but we still see the default priority in Queue Activity.

How can we change the priority of callbacks?

Thanks

#API/Integrations
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony

------------------------------
Rihab
------------------------------

The idea is to lower the priority of callbacks. Specifically, when an agent is in queue and assigned to multiple queues, they should receive incoming calls first and callbacks last, rather than having both with the same priority. Would assigning a negative priority (e.g., a negative number) achieve this?

If you want a different priority, you need to assign it with the 0 ot 10 then a + and whatever number.   So if you wanted 5010, you would have:  10+5000.  I don't know the upper limit on that value, but not really needed too high. 

Hello Rihab, 

This is currently an enhancement request in our ideas lab. Please go vote for it!

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1632

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 12-18-2024 06:04
From: Rihab BEN MALEK
Subject: callbacks priority

Hello,

In order to set a lower priority for callbacks (compared to incoming calls in the other queues assigned to agents), we considered using the API PATCH /api/v2/routing/conversations/{conversationId}. The data action returns a success, but we still see the default priority in Queue Activity.

How can we change the priority of callbacks?

Thanks

#API/Integrations
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony

------------------------------
Rihab
------------------------------

You can change the priority of callbacks and it will work, even to a negative as stated in thread.

The issue is that Queue Activity view doesn't update when priority is changed while in queue, so the Idea is for reporting views to update on changes.

The idea is to lower the priority of callbacks. Specifically, when an agent is in queue and assigned to multiple queues, they should receive incoming calls first and callbacks last, rather than having both with the same priority. Would assigning a negative priority (e.g., a negative number) achieve this?

If you want a different priority, you need to assign it with the 0 ot 10 then a + and whatever number.   So if you wanted 5010, you would have:  10+5000.  I don't know the upper limit on that value, but not really needed too high. 

Hello Rihab, 

This is currently an enhancement request in our ideas lab. Please go vote for it!

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1632

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 12-18-2024 06:04
From: Rihab BEN MALEK
Subject: callbacks priority

Hello,

In order to set a lower priority for callbacks (compared to incoming calls in the other queues assigned to agents), we considered using the API PATCH /api/v2/routing/conversations/{conversationId}. The data action returns a success, but we still see the default priority in Queue Activity.

How can we change the priority of callbacks?

Thanks

#API/Integrations
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony

------------------------------
Rihab
------------------------------

Hello,

We tried to set up a trigger that calls a workflow, which in turn integrates this Data Action, but nothing is being triggered. Any idea where the issue might be coming from?

You can change the priority of callbacks and it will work, even to a negative as stated in thread.

The issue is that Queue Activity view doesn't update when priority is changed while in queue, so the Idea is for reporting views to update on changes.

The idea is to lower the priority of callbacks. Specifically, when an agent is in queue and assigned to multiple queues, they should receive incoming calls first and callbacks last, rather than having both with the same priority. Would assigning a negative priority (e.g., a negative number) achieve this?

If you want a different priority, you need to assign it with the 0 ot 10 then a + and whatever number.   So if you wanted 5010, you would have:  10+5000.  I don't know the upper limit on that value, but not really needed too high. 

Hello Rihab, 

This is currently an enhancement request in our ideas lab. Please go vote for it!

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1632

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator

Original Message:
Sent: 12-18-2024 06:04
From: Rihab BEN MALEK
Subject: callbacks priority

Hello,

In order to set a lower priority for callbacks (compared to incoming calls in the other queues assigned to agents), we considered using the API PATCH /api/v2/routing/conversations/{conversationId}. The data action returns a success, but we still see the default priority in Queue Activity.

How can we change the priority of callbacks?

Thanks

#API/Integrations
#ArchitectureandDesign
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony

------------------------------
Rihab
------------------------------