Genesys Cloud - Main

Hello Team!

My CSM shared an interesting capability involving customer first callbacks.  I am reviewing the link below and I am interested in testing this out to see if this would be a benefit, but I don't see any details of how to do this. Anyone out there have any information that would helpful to build this!

Genesys Cloud Resource Center		remove preview
Customer first callbacks overview - Genesys Cloud Resource Center When you configure callbacks, you must choose to first route the callback... [More] View this on Genesys Cloud Resource Center >

) 

#ArchitectureandDesign

------------------------------
Matthew Aubin
Solution Owner
------------------------------

Hello Matthew, 

This looks like a normal callback but instead it connects to the customer first. I think this would have to be built out in the architect flow using a callback action. 

This is what I understand from the documentation. 

Cheers, 

------------------------------
Cam
Online Community Manager/Moderator
------------------------------

Hi Matthew/Genesys Community,

It looks like this feature became GA sometime in October 2024.

I tried the 'Customer First' option for Callback on the Queue setting today following this article:
https://help.mypurecloud.com/articles/customer-first-callbacks-overview/

Below are the results:

1. 'Customer First' >> 'Live Voice' >> Transfer to Queue:

- Inbound Flow > InQ Flow > Customer leaves a Callback request
- Genesys automatically dials out to the customer
- Customer picks up, says 'hello'
- Customer hears  'dead air' for several seconds until the agent answers the call

NOTE: This 'silence' can vary based on the Queue setting > Voice > Alerting Timeout. 
Naturally, most people would hang up if they said hello a few times and there is just silence on the line.


2. Queue >> Callback >> 'Customer First' >> 'Live Voice' >> Transfer to Flow >> Inbound Flow:

My Inbound Flow plays a prompt 'This is a Callback that your requested. Press 1 to be connected to the agent'. Then It does 'Transfer to ACD' to put them in the Queue.

Here is the problem with the second approach:

- Caller still hears a significant silence, several seconds before the initial greeting prompt is played. There is no delay in the Inbound flow, so this is part of the Answering Machine Detection (AMD) 

- True position in Queue is lost, because the Callback interaction has actually left the queue to go to the Inbound flow

Has anyone got this 'Customer First' Callback feature working so the true position in queue is retained AND the customer actually hears the prompt asking them to press a number to be connected to the agent?

------------------------------
Art
------------------------------

This starts as a normal callback.

If enabled, then the system will call the customer,

Currently on busy tone etc it just stops there doesn't retry - there is an idea open to add this, - so there are some limitations to be aware of. On voicemail and live person detection it can go to an inbound flow (recommended approach). From there you can add logic, like greeting the customer, even for voicemail maybe having a menu incase it was a false detection, or ask the customer they still need to speak to someone etc. Then you can apply logic to increase the priority, like calculating the total wait time to convert to priority, then transfer to ACD with that increased priority so that they are next in queue. At that point they are just like any other inbound interaction in queue.

There are a number of impacts that should be considered however, see my post here: https://community.genesys.com/discussion/customer-first-callback-impacts-on-ewt#bme5a5e3bb-fbb7-4f05-81f4-0192bc3aa703 where I raise a few of those in a couple of posts, haven't really had the right answers to those, but should get you thinking about some of those impacts to consider.

------------------------------
Anton Vroon
------------------------------

Thanks Aaron, your other post is very informative and has a lot of feedback and examples of putting the customer first callback in separate queues vs original queue with increased priority.

What is the impact of AMD on customer experience in your implementation?
According to Genesys Cloud documentation, AMD is 2200ms + 700ms = up to 3 seconds of silence.
Is there anything that can be done to address that so the customer does not hang up?

https://help.mypurecloud.com/faqs/how-does-answering-machine-detection-amd-work/#:~:text=If%20AMD%20fails%20to%20detect,ms%20or%20more%20of%20silence.

Also, how do you mitigate the limitation of Caller ID source on customer first callback to Trunk only?
We have 1000+ sites in one org. Many customers would ignore a generic Trunk Caller ID that may be unrelated to the name of the business that they called to leave a callback. Many people screen calls so they might just ignore a call from the name they do not recognize.

------------------------------
Art
------------------------------

Original Message:
Sent: 11-06-2024 15:04
From: Anton Vroon
Subject: Customer First Callbacks

This starts as a normal callback.

If enabled, then the system will call the customer,

Currently on busy tone etc it just stops there doesn't retry - there is an idea open to add this, - so there are some limitations to be aware of. On voicemail and live person detection it can go to an inbound flow (recommended approach). From there you can add logic, like greeting the customer, even for voicemail maybe having a menu incase it was a false detection, or ask the customer they still need to speak to someone etc. Then you can apply logic to increase the priority, like calculating the total wait time to convert to priority, then transfer to ACD with that increased priority so that they are next in queue. At that point they are just like any other inbound interaction in queue.

There are a number of impacts that should be considered however, see my post here: https://community.genesys.com/discussion/customer-first-callback-impacts-on-ewt#bme5a5e3bb-fbb7-4f05-81f4-0192bc3aa703 where I raise a few of those in a couple of posts, haven't really had the right answers to those, but should get you thinking about some of those impacts to consider.

------------------------------
Anton Vroon
------------------------------

Customer first uses AMD as per documentation:  Settings such as Post Connect Call Analysis, Answering Machine Detection, and Beep Detection are enabled by default..

As for the OLI, Customer First should use the number defined in the queue where the callback is initiated from.  If you wanted to have it use a different number, you would need to transfer to another queue before creating the callback or use a Data Action to create the callback.