Genesys Cloud CX

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Priority between Scheduled callbacks and outbound calls campaign

  • 1.  Priority between Scheduled callbacks and outbound calls campaign

    Posted 8 days ago
    Hello,

    I would like share with community, feedback regarding this use case : During Outbound calls campaign , the scheduled callback  are sometimes not handled during the day and are presented to agent the following day. The result is the agent must handle these scheduled callbacks each morning (it means 20/30 mn spent) instead take outbound calls from campaign.
    What is the best way for avoid this behavior?
    My ideas :
    - Create scheduled callbacks on different queue that one used for outbounds call campaign (but in term of statistic for campaign it's not great).
    - Create scheduled callbacks on specific skill, with this configuration only agents who have this specific skill can handle the scheduleds callbacks. (need to manage the skill).
    - Other tips??

    thanks for your inputs.
    Jeremy
    #Outbound

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    Jeremy
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