Genesys Cloud - Main

Hello,

Wanted to check if there is any way we could prioritize inbound calls over callbacks. Now using create callback API we can set the Priority of a callback as "0" and we could set the inbound call priority "5 star" using the Transfer ACD prioritization method but in this case a callback will be put on hold for maximum of 10 mins, as 1 start represent 2 mins of wait time.
But wanted to know if there is any possibility
1. where we can put the callbacks on hold until all  incoming calls has been answered by the agents or
2. We can update the schedule callback time using any API so that in case if there are no calls in a queue, we could update the time of a scheduled callback to the current time so that it could be answered by the available agents.
#ArchitectureandDesign

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Subhro Bhattacharjee
Cognizant Technology Solutions India
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Why is the customer making callback callers a lower priority? This is directly opposite of good CX. If I call in and accept a callback offer and hear an EWT of 7 minutes, why should callers who don't accept a callback offer be answered before me?  By making CBs a lower priority, I could be waiting 30+ minutes for a call that I expected to occur after 7 minutes.  After experiencing this more than once, callers will begin to decline callback offers, thereby increasing the problem of long hold times.

While Kevin is correct on the CX side, this is not uncommon.  When you transfer your calls to ACD set the priority to something like 10+3000 which is the 5 stars plus 3000 points.  If I remember, interactions get a point for every 30 of wait time so that should put calls equivalent to a callback waiting 1503 min if my math is correct.  Still not right for the caller but doable.

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 07-19-2021 09:52
From: Subhro Bhattacharjee
Subject: Prioritizing inbound calls over Callbacks

Hello,

Wanted to check if there is any way we could prioritize inbound calls over callbacks. Now using create callback API we can set the Priority of a callback as "0" and we could set the inbound call priority "5 star" using the Transfer ACD prioritization method but in this case a callback will be put on hold for maximum of 10 mins, as 1 start represent 2 mins of wait time.
But wanted to know if there is any possibility
1. where we can put the callbacks on hold until all  incoming calls has been answered by the agents or
2. We can update the schedule callback time using any API so that in case if there are no calls in a queue, we could update the time of a scheduled callback to the current time so that it could be answered by the available agents.
#ArchitectureandDesign

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India
------------------------------

Hi Subhro -

One option would be to put the Callback / Voicemail into a separate Queue. Then Agents can Activate in that Queue as required, perhaps during quiet times.

We often provide 2 Widgets on the Wallboard: one to indicate a daily tally of Callbacks/Voicemails, and another to indicate how many CB/VM are 'pending' in the Queue. This has the added advantage that 'pending' CB/VM from the previous evening is visible when the Agent arrives in the morning and can be handled before the Queue opens (if that is appropriate).

To Kevin's point, I always avoid EWT :)

Cheers,
Mal.

------------------------------
Thanks and regards,
Malcolm Green
Nexon Asia Pacific
------------------------------

Original Message:
Sent: 07-19-2021 09:52
From: Subhro Bhattacharjee
Subject: Prioritizing inbound calls over Callbacks

Hello,

Wanted to check if there is any way we could prioritize inbound calls over callbacks. Now using create callback API we can set the Priority of a callback as "0" and we could set the inbound call priority "5 star" using the Transfer ACD prioritization method but in this case a callback will be put on hold for maximum of 10 mins, as 1 start represent 2 mins of wait time.
But wanted to know if there is any possibility
1. where we can put the callbacks on hold until all  incoming calls has been answered by the agents or
2. We can update the schedule callback time using any API so that in case if there are no calls in a queue, we could update the time of a scheduled callback to the current time so that it could be answered by the available agents.
#ArchitectureandDesign

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India
------------------------------

Malcolm,
The only time I stay from EWT is when the queue has small staffing that is dynamic; e.g., agents go into Not Ready often.  Then EWT is not accurate, so not good to provide incorrect information.

I'm all for being very honest with customers - if the queue is going to put them into 17 mins on hold, let's let them know and then offer a callback for any EWT >5 mins.  (We tested 3, 4 and 5 mins but the turn around time for calling out and connecting with the caller doesn't make sense for anything less than 6 mins in our testing)

It sounds like someone is trying to manage by the wrong metrics that include calls in queue, but ignoring the callback queue.  I've always displayed both and advised customers to manage by both of them. I also displayed ASA for both queues as well.  Looking at IB queue is short sighted and not good customer experience. Hence why I would ask for the reason driving this.  I've managed very large contact centers in my career at DHL and CVS Health, so I am always looking at it from fairness to customers and overall CX.  Just because we can do something with the technology doesn't mean we should.  

Kevin, Robert & Malcom,

Thank you very much for your suggestions. @Robert Wakefield-Carl The priority worked as you have mentioned. ​

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India
------------------------------

Original Message:
Sent: 07-19-2021 09:52
From: Subhro Bhattacharjee
Subject: Prioritizing inbound calls over Callbacks

Hello,

Wanted to check if there is any way we could prioritize inbound calls over callbacks. Now using create callback API we can set the Priority of a callback as "0" and we could set the inbound call priority "5 star" using the Transfer ACD prioritization method but in this case a callback will be put on hold for maximum of 10 mins, as 1 start represent 2 mins of wait time.
But wanted to know if there is any possibility
1. where we can put the callbacks on hold until all  incoming calls has been answered by the agents or
2. We can update the schedule callback time using any API so that in case if there are no calls in a queue, we could update the time of a scheduled callback to the current time so that it could be answered by the available agents.
#ArchitectureandDesign

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India
------------------------------

Just wanted to add
For Priority check here
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/
Genesys treats priority as time waiting

• One half-star equals one point of priority. 
• One priority point equals approximately a one-minute advantage. 

But also to reiterate what Kevin said, definitely not ideal from a CX perspective. 
I understand that for people the inbound queue metrics are KPIs and they are trying to massage that data in their favor, and CBs don't add to all the same metrics.
However we need to remember why those KPIs exist in the first place which is to give you indications when there is CX problems. And if you hide that, then you don't realize you have problems to fix, so never end up fixing those CX problems.


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Anton Vroon
KiwiBank
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Original Message:
Sent: 07-20-2021 15:09
From: Subhro Bhattacharjee
Subject: Prioritizing inbound calls over Callbacks

Kevin, Robert & Malcom,

Thank you very much for your suggestions. @Robert Wakefield-Carl The priority worked as you have mentioned. ​

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India

Original Message:
Sent: 07-19-2021 09:52
From: Subhro Bhattacharjee
Subject: Prioritizing inbound calls over Callbacks

Hello,

Wanted to check if there is any way we could prioritize inbound calls over callbacks. Now using create callback API we can set the Priority of a callback as "0" and we could set the inbound call priority "5 star" using the Transfer ACD prioritization method but in this case a callback will be put on hold for maximum of 10 mins, as 1 start represent 2 mins of wait time.
But wanted to know if there is any possibility
1. where we can put the callbacks on hold until all  incoming calls has been answered by the agents or
2. We can update the schedule callback time using any API so that in case if there are no calls in a queue, we could update the time of a scheduled callback to the current time so that it could be answered by the available agents.
#ArchitectureandDesign

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India
------------------------------

Anton,
You are the expert and I will go out of my way to spread the word in New Zealand that you really understand the big picture.
I've worked in NZ and my lead developer in my last role was a Kiwi. Good CX stuff coming via Genesys from those beautiful islands!

Dank U Wel!

Kevin

Depending on flow design and customer needs, I'll often use a data table with a Priority Integer and lookup that value to set the priority on my ACD transfer.  This provides an easy way for the customer to make changes without having to get into Architect.

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Michael Steinke
Inflow Communications
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Original Message:
Sent: 07-20-2021 15:09
From: Subhro Bhattacharjee
Subject: Prioritizing inbound calls over Callbacks

Kevin, Robert & Malcom,

Thank you very much for your suggestions. @Robert Wakefield-Carl The priority worked as you have mentioned. ​

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India

Original Message:
Sent: 07-19-2021 09:52
From: Subhro Bhattacharjee
Subject: Prioritizing inbound calls over Callbacks

Hello,

Wanted to check if there is any way we could prioritize inbound calls over callbacks. Now using create callback API we can set the Priority of a callback as "0" and we could set the inbound call priority "5 star" using the Transfer ACD prioritization method but in this case a callback will be put on hold for maximum of 10 mins, as 1 start represent 2 mins of wait time.
But wanted to know if there is any possibility
1. where we can put the callbacks on hold until all  incoming calls has been answered by the agents or
2. We can update the schedule callback time using any API so that in case if there are no calls in a queue, we could update the time of a scheduled callback to the current time so that it could be answered by the available agents.
#ArchitectureandDesign

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India
------------------------------

What worked for us was to prioritize the Live Calls on the Inqueue Flow

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Alex Slocum
Infosys Limited
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Original Message:
Sent: 07-19-2021 09:52
From: Subhro Bhattacharjee
Subject: Prioritizing inbound calls over Callbacks

Hello,

Wanted to check if there is any way we could prioritize inbound calls over callbacks. Now using create callback API we can set the Priority of a callback as "0" and we could set the inbound call priority "5 star" using the Transfer ACD prioritization method but in this case a callback will be put on hold for maximum of 10 mins, as 1 start represent 2 mins of wait time.
But wanted to know if there is any possibility
1. where we can put the callbacks on hold until all  incoming calls has been answered by the agents or
2. We can update the schedule callback time using any API so that in case if there are no calls in a queue, we could update the time of a scheduled callback to the current time so that it could be answered by the available agents.
#ArchitectureandDesign

------------------------------
Subhro Bhattacharjee
Cognizant Technology Solutions India
------------------------------