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How to route call back scheduled calls to the agent who scheduled it in Outbound Campaign

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  • 1.  How to route call back scheduled calls to the agent who scheduled it in Outbound Campaign

    Posted 12-17-2021 06:08
    No replies, thread closed.
    Hello Team,

    We have a client requirement:

    The agent who schedule the call back in Outbound Campaign Dailer (Preview) should be routed to that agent only. If that agent is not available call should be in queue and disconnect after the timeout.

    Is there any possibility to achieve this?

    Thanks in Advance.

    Thank you.

    #Outbound

    ------------------------------
    Surya Kotey
    CXP LAB PTE LTD
    ------------------------------


  • 2.  RE: How to route call back scheduled calls to the agent who scheduled it in Outbound Campaign

    Posted 12-20-2021 09:03
    No replies, thread closed.
    Hello,

    This functionality (Agent-owned callbacks) is currently in development, and we're targeting Q1 for a release. Until that is released, you could consider if the Preferred Agent Routing option meets your business needs. More information here:  https://help.mypurecloud.com/articles/preferred-agent-routing-behavior/

    Thanks!

    ------------------------------
    Jody Nabuurs
    Genesys - Employees
    ------------------------------

    Original Message


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