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Is it possible to notify agent when a call is abandoned in queue?

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  • 1.  Is it possible to notify agent when a call is abandoned in queue?

    Posted 12-19-2022 03:38
    Edited by Arunas Kulys 12-19-2022 03:44
    No replies, thread closed.
    Hello,
    We have requirement to notify agent when a call is abandoned in queue with possibility to call back customer. Is it possible?
    Generally it can be personal queue per agent.
    #Routing(ACD/IVR)

    ------------------------------
    Arunas Kulys
    Baltnetos Komunikacijos UAB
    ------------------------------


  • 2.  RE: Is it possible to notify agent when a call is abandoned in queue?

    Posted 12-19-2022 15:47
    No replies, thread closed.
    You can use a Trigger to run a Workflow on abandoned calls and create a callback. 

    That is a few short words but entails a lot behind the scenes.
    Triggers overview (genesys.cloud)
    Available topics (genesys.cloud)
    Work with workflows - Genesys Cloud Resource Center (mypurecloud.com)
    About the Genesys Cloud data actions integration - Genesys Cloud Resource Center (mypurecloud.com)
    Automatically create callback for abandoned calls - Platform API - Genesys Cloud Developer Forum

    Each of these will be part of the solution.


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