Genesys Cloud - Main

Hi,

My customer want to prioritize the inbound calls to an agent rather than the outbound calls (either initiated by outbound Campaign or a callback)

The agents are assigned to both outbound campaign and Queues to handles inbound calls

Please let me know if we can apply this priority in Purecloud ?

Thank you in advance

You can assign a priority in the Transfer To ACD action. 
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

One note: a callback created in an in-queue flow keeps the same priority it already had.  If you want to create the callback with a different priority, you will need to do another transfer to ACD action with the new priority, then create the callback.  You could also create a separate queue for callbacks.

------------------------------
Melissa Bailey
Genesys - Employees
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Thank you Melissa,

So I can add an ''Transfer to ACD'' action only for callbacks and put some priority

What about outbound campaign, how I can assign priority ?

Is there any ''Logic" action to add in the Architect in order to filter either the call is incoming or outbound then assign priority before the transfer to the ACD ?


Thank you
Original Message:
Sent: 07-31-2018 11:22
From: Melissa Bailey
Subject: Priority between incoming calls and outbound calls for an agent

You can assign a priority in the Transfer To ACD action.
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

One note: a callback created in an in-queue flow keeps the same priority it already had.  If you want to create the callback with a different priority, you will need to do another transfer to ACD action with the new priority, then create the callback.  You could also create a separate queue for callbacks.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Inbound & outbound calls use different flow types, inbound call flow & outbound call flow.  So in whichever flow you are configuring, you can set the priority appropriately.

https://help.mypurecloud.com/articles/create-outbound-call-flow/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-01-2018 03:11
From: Oudderhem Mostafa
Subject: Priority between incoming calls and outbound calls for an agent

Thank you Melissa,

So I can add an ''Transfer to ACD'' action only for callbacks and put some priority

What about outbound campaign, how I can assign priority ?

Is there any ''Logic" action to add in the Architect in order to filter either the call is incoming or outbound then assign priority before the transfer to the ACD ?


Thank you

Original Message:
Sent: 07-31-2018 11:22
From: Melissa Bailey
Subject: Priority between incoming calls and outbound calls for an agent

You can assign a priority in the Transfer To ACD action.
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

One note: a callback created in an in-queue flow keeps the same priority it already had.  If you want to create the callback with a different priority, you will need to do another transfer to ACD action with the new priority, then create the callback.  You could also create a separate queue for callbacks.

------------------------------
Melissa Bailey
Genesys - Employees

Hi Melissa, yes I know this

What I mean, for example we have an agent can handles both incoming call and outbound calls (through campaings), the Camapign starts at the same time of incoming call is reaching that agent, which call will be handled first ?

Thank you
Original Message:
Sent: 08-01-2018 09:53
From: Melissa Bailey
Subject: Priority between incoming calls and outbound calls for an agent

Inbound & outbound calls use different flow types, inbound call flow & outbound call flow.  So in whichever flow you are configuring, you can set the priority appropriately.

https://help.mypurecloud.com/articles/create-outbound-call-flow/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------


Original Message:
Sent: 08-01-2018 03:11
From: Oudderhem Mostafa
Subject: Priority between incoming calls and outbound calls for an agent

Thank you Melissa,

So I can add an ''Transfer to ACD'' action only for callbacks and put some priority

What about outbound campaign, how I can assign priority ?

Is there any ''Logic" action to add in the Architect in order to filter either the call is incoming or outbound then assign priority before the transfer to the ACD ?


Thank you

Original Message:
Sent: 07-31-2018 11:22
From: Melissa Bailey
Subject: Priority between incoming calls and outbound calls for an agent

You can assign a priority in the Transfer To ACD action.
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

One note: a callback created in an in-queue flow keeps the same priority it already had.  If you want to create the callback with a different priority, you will need to do another transfer to ACD action with the new priority, then create the callback.  You could also create a separate queue for callbacks.

------------------------------
Melissa Bailey
Genesys - Employees

Whether a call is inbound or outbound is not a factor is deciding which call gets to an agent 1st.  All other factors being equal, both calls have an equal chance of being picked.  FYI this is why we recommend not blending incoming & outgoing calls.
https://help.mypurecloud.com/articles/plan-for-outbound-dialing/

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 08-01-2018 10:49
From: Oudderhem Mostafa
Subject: Priority between incoming calls and outbound calls for an agent

Hi Melissa, yes I know this

What I mean, for example we have an agent can handles both incoming call and outbound calls (through campaings), the Camapign starts at the same time of incoming call is reaching that agent, which call will be handled first ?

Thank you

Original Message:
Sent: 08-01-2018 09:53
From: Melissa Bailey
Subject: Priority between incoming calls and outbound calls for an agent

Inbound & outbound calls use different flow types, inbound call flow & outbound call flow.  So in whichever flow you are configuring, you can set the priority appropriately.

https://help.mypurecloud.com/articles/create-outbound-call-flow/

------------------------------
Melissa Bailey
Genesys - Employees


Original Message:
Sent: 08-01-2018 03:11
From: Oudderhem Mostafa
Subject: Priority between incoming calls and outbound calls for an agent

Thank you Melissa,

So I can add an ''Transfer to ACD'' action only for callbacks and put some priority

What about outbound campaign, how I can assign priority ?

Is there any ''Logic" action to add in the Architect in order to filter either the call is incoming or outbound then assign priority before the transfer to the ACD ?


Thank you

Original Message:
Sent: 07-31-2018 11:22
From: Melissa Bailey
Subject: Priority between incoming calls and outbound calls for an agent

You can assign a priority in the Transfer To ACD action.
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

One note: a callback created in an in-queue flow keeps the same priority it already had.  If you want to create the callback with a different priority, you will need to do another transfer to ACD action with the new priority, then create the callback.  You could also create a separate queue for callbacks.

------------------------------
Melissa Bailey
Genesys - Employees