Genesys Cloud CX

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  • 1.  Prioritisation of known callers in Queue

    Posted 3 days ago
    Hi All,

    1st Question - Has anyone configured an in-queue call flow to compare inbound caller ANIs to the External Contact directory and then set their priority in an inbound queue?

    2nd Question - Has anyone configured an in-queue call flow to determine if an inbound caller is a repeat caller (within the days business hours) and prioritise them in the inbound queue?

    Thanks in advance,
    Nathan

    #Routing(ACD/IVR)

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    Nathan Watson
    Mine Super Services Pty Ltd
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  • 2.  RE: Prioritisation of known callers in Queue

    Posted 3 days ago
    For further clarification on what we are trying to acheive, we would like to prioritise our members above non-members in our queues

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    Nathan Watson
    Mine Super Services Pty Ltd
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