Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Parking callbacks until a certain time.

    Posted 06-26-2023 17:29
    No replies, thread closed.

    I have a scenario I am trying to work out, and I am not sure if it can be done. 

    So our call centre is closed over the weekend, so over the weekend, I want to offer a callback. 
    But when Monday comes round, we get a lot of calls, Monday is our busiest day. 
    So I want callbacks to be offered in the IVR, and then store the callbacks in a queue, and when Monday comes round, the callbacks wait in queue until say 10am or 11am when all staff are on board, and then starts sending the agents the callbacks to complete. 

    I thought maybe architect could offer sceduled callbacks, but it doesn't from what I can see. Because in that scenario maybe we could offer a callback to the caller and they would select what time they would like the callback, starting from 10am Monday. 

    Looks like from what I can see, the only way would be to deactivate agents from the queue Friday night, and then activate them at 10am Monday morning. But thats a manual task. Would rather not do that. 

    Is this possible in any way, am I missing something? 

    Thanks


    #ArchitectureandDesign
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Glen Tylee
    Fonterra
    ------------------------------


  • 2.  RE: Parking callbacks until a certain time.

    Posted 06-27-2023 10:29
    No replies, thread closed.

    Hey, Glen.

    If you create the callback with the API using a Data Action (https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks) I believe you can schedule a time for it.

    HTH



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


  • 3.  RE: Parking callbacks until a certain time.

    Posted 06-29-2023 14:33
    No replies, thread closed.

    You might take a look at the blueprint for automating callbacks. It is designed to place the callback at a time when it probably would have been routed to an agent originally, but you can adapt it for your purpose.

    https://developer.genesys.cloud/blueprints/automated-callback-blueprint/



    ------------------------------
    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


Related Content