Dear Community,
I've submitted the following idea regarding Customer-First Callbacks in Genesys Cloud CX to address scenarios where agents belong to multiple queues and callbacks may dial multiple customers for a single available agent.
Genesys Cloud Ideas Portal
If you believe this enhancement would be useful for improving callback reliability and customer experience, please consider voting for the idea below. Your support would be greatly appreciated. Thank you!
#Routing(ACD/IVR)------------------------------
Phaneendra
Technical Solutions Consultant
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