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  • 1.  Does the incoming calls keep the same skills during callback ?

    Posted 11-02-2018 09:45
    No replies, thread closed.
    Hello,

    We have question regarding the callback, during an incoming interaction, the caller choose to be routed to same skills agents but during the waiting time he choose to be called back

    Now when this callback occurs, does the call keeps the same skills choosed in the first time ?

    Thank you
    #Telephony
    #Unsure/Other


  • 2.  RE: Does the incoming calls keep the same skills during callback ?

    Posted 11-02-2018 09:55
    No replies, thread closed.
    I experimented with this a little while back (I can't find the thread where it was discussed), and yes, the Callback kept the skills that were assigned to the call.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Does the incoming calls keep the same skills during callback ?

    Posted 11-02-2018 10:15
    No replies, thread closed.
    Thank you George for the reply,

    Now I can confirm to the customer that this scenario is supported on Purecloud

    Thank you
    Original Message


  • 4.  RE: Does the incoming calls keep the same skills during callback ?

    Posted 11-02-2018 10:12
    No replies, thread closed.
    Hi Oudderhem,

    According to https://help.mypurecloud.com/articles/callbacks-in-architect/

    The call from which the callback request originated is not included in abandoned calls count. The callback object placed in the queue takes the position in queue of the original call and automatically acquires the same skill requirements and priority settings as the original call. After an agent is assigned the callback, the agent manually places an outbound call to the customer. PureCloud associates the outbound call to the callback object and ties it to the queue for analytic and reporting purposes. 



    Hope this helps,




    ------------------------------
    Craig Stevenson
    https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/

    QPC UK
    https://www.linkedin.com/company/qpc/
    ------------------------------

    Original Message


  • 5.  RE: Does the incoming calls keep the same skills during callback ?

    Posted 11-02-2018 10:20
    No replies, thread closed.
    Thank you Craig, it is very clear now

    Kind regards

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------

    Original Message


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