Genesys Cloud - Main

Hi Community,

if an agent receives an interaction with a specific skill, if he schedules a callback does this interaction lose the assigned skill?

Thanks
#Routing(ACD/IVR)

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Sergio Rota
TechneValue GmbH
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This is a great question, I know that when a skilled call comes in and a voicemail is left that the skill will follow the voicemail but if that agent then schedules a call back if the skill will follow the callback... I am also interested in this answer thanks for asking.

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Jimmy Ortiz
Edelman Financial Engines, LLC
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Hi Sergio,

Great question, and I was interested to find out - the answer is the skill gets removed. When the agent places the scheduled callback request only the details of the caller are passed through. If skills were associated this could potentially cause issues with allocating the callback at the scheduled time.

Kind Regards

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Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
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