Genesys Cloud - Main

Hi Narasimha,

From my understanding, an agent-scheduled callback from a Predictive campaign does not return to campaign ownership when it becomes due. It is handled through the ACD callback/queue routing process, rather than being re-dialed through the campaign's Predictive or Power dialing mode.

Genesys documents that once a record becomes agent-scheduled, it does not go back to being campaign-owned:

https://help.genesys.cloud/articles/callbacks-in-campaigns/

However, if the main requirement is to dial the customer first rather than deliver the callback to an agent first, it may be worth looking at Customer First Callbacks. Genesys now supports Customer First callbacks for outbound campaigns, so the customer can be dialed first and an available agent connected once they answer.

https://help.genesys.cloud/articles/customer-first-callbacks-overview/

This still isn't Predictive/Power campaign dialing the scheduled callback remains handled through the callback/ACD mechanism but it may achieve the customer-first behaviour you're looking for.

Hope this helps, and hopefully someone from the Community who has implemented a similar outbound campaign scenario can add more.

HI @Phaneendra Avatapalli

Thanks for your valuable suggestion and feedback. I was also considering whether the Customer First Callbacks feature could be a good fit for this use case.

I have one additional question: when a callback is scheduled using Customer First Callbacks, does the system retain and consider the original skill associated with the interaction for routing? I believe it does, but I'd appreciate your confirmation.

thank you

Hi Narasimha,

From my understanding, an agent-scheduled callback from a Predictive campaign does not return to campaign ownership when it becomes due. It is handled through the ACD callback/queue routing process, rather than being re-dialed through the campaign's Predictive or Power dialing mode.

Genesys documents that once a record becomes agent-scheduled, it does not go back to being campaign-owned:

https://help.genesys.cloud/articles/callbacks-in-campaigns/

However, if the main requirement is to dial the customer first rather than deliver the callback to an agent first, it may be worth looking at Customer First Callbacks. Genesys now supports Customer First callbacks for outbound campaigns, so the customer can be dialed first and an available agent connected once they answer.

https://help.genesys.cloud/articles/customer-first-callbacks-overview/

This still isn't Predictive/Power campaign dialing the scheduled callback remains handled through the callback/ACD mechanism but it may achieve the customer-first behaviour you're looking for.

Hope this helps, and hopefully someone from the Community who has implemented a similar outbound campaign scenario can add more.

Hi Narasimha,

I checked this again, and I don't think the original routing skills are currently preserved for Customer First Callbacks.

Genesys has an organization setting called Callbacks Preserve Routing Data from Original Call, which preserves routing information such as skills, language and priority. However, the documentation states that this currently applies to Agent First callbacks, including scheduled and skilled campaign callbacks, and that support for Customer First callbacks is planned for a future release.

https://help.genesys.cloud/articles/preserve-skills-from-calls-for-callbacks-and-voicemails/

So if preserving the original skill is important for your use case, that's something to consider before moving the campaign callbacks to Customer First.

Hopefully someone from the Community using Customer First with outbound campaigns can add more as well.

HI @Phaneendra Avatapalli

Thanks for your valuable suggestion and feedback. I was also considering whether the Customer First Callbacks feature could be a good fit for this use case.

I have one additional question: when a callback is scheduled using Customer First Callbacks, does the system retain and consider the original skill associated with the interaction for routing? I believe it does, but I'd appreciate your confirmation.

thank you

Hi Narasimha,

From my understanding, an agent-scheduled callback from a Predictive campaign does not return to campaign ownership when it becomes due. It is handled through the ACD callback/queue routing process, rather than being re-dialed through the campaign's Predictive or Power dialing mode.

Genesys documents that once a record becomes agent-scheduled, it does not go back to being campaign-owned:

https://help.genesys.cloud/articles/callbacks-in-campaigns/

However, if the main requirement is to dial the customer first rather than deliver the callback to an agent first, it may be worth looking at Customer First Callbacks. Genesys now supports Customer First callbacks for outbound campaigns, so the customer can be dialed first and an available agent connected once they answer.

https://help.genesys.cloud/articles/customer-first-callbacks-overview/

This still isn't Predictive/Power campaign dialing the scheduled callback remains handled through the callback/ACD mechanism but it may achieve the customer-first behaviour you're looking for.

Hope this helps, and hopefully someone from the Community who has implemented a similar outbound campaign scenario can add more.