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  • 1.  Possible to route the Callbacks to the agent was scheduling them ?

    Posted 11-09-2018 11:44
    No replies, thread closed.
    Hello,

    Our customer ask us for a feature of the callback if it is supported on Purecloud ?

    Is it possible to let the agent to choose in the Script when scheduling a callback, either to be routed to the same agent or to the queue ?

    Thank you in advance
    #Implementation
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony
    #Unsure/Other


  • 2.  RE: Possible to route the Callbacks to the agent was scheduling them ?

    Posted 11-10-2018 11:23
    No replies, thread closed.
    Hello,

    When using the standard callback scheduler, there is an option : Route callback to me if possible.
    This will route the callback to the Agent who schedules to callback, if this Agent is available when the callback is executed.

    But if you use a script containing the Schedule Callback action, you can make sure that the callback is not routed to another Agent.
    For example, we have a customer that schedules callbacks for their outgoing campaigns.
    We created a separate callback queue for each Agent. Each of these callback queues consist of only one member: one Agent.
    The script can determine which Agent is handling the call, and with an if-statement, the callback is scheduled and put in the callback queue of the handling Agent.
    This also allows to schedule a callback for another Agent.

    Regards



    ------------------------------
    Steven Deferme
    Quant ICT
    ------------------------------

    Original Message


  • 3.  RE: Possible to route the Callbacks to the agent was scheduling them ?

    Posted 11-11-2018 07:50
    Edited by Lucie DeCristofaro 11-11-2018 07:50
    No replies, thread closed.
    Steven is correct.

    What we are starting to plan is the known agent routing feature which would give you more flexibility around who callbacks are routed to. It would be helpful if you provided feedback around
    • Would you want to wait for the original agent indefinitely?
    • How long would you want to wait for the original agent to be available? For example, would you want to wait 2 hours and if the original agent is unavailable, route to a queue then? Would there be a backup agent for the original agent you'd want to route the callback to first?
    • Would the settings be different for a dialer callback vs a scheduled callback unrelated to dialer?
    • Would the settings be different from a regular (no callback) phone call from the same customer?

    You can vote/comment on the known agent routing feature in the ideas lab here: https://genesys.aha.io/ideas/CLINB-I-168

    ------------------------------
    Lucie DeCristofaro
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Possible to route the Callbacks to the agent was scheduling them ?

    Posted 11-12-2018 02:33
    No replies, thread closed.
    Thank you Steven and Lucie, we are using a custom data action in the Script to Schedule a call back (through NodeJS), we are not using the standard Schedule Callback module

    So, how we can integrate this feature (Route callback to me if possible) through the custom data action ?

    Thank you
    Original Message


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