Genesys Cloud - Main

Hi All

We have instances where customers will repeatedly call for the same query often a few times a day, particularly when there is a complaint. It can sometimes cause our specialists distress and we were looking at a possibility of maybe routing a call to a different section of the IVR if they call 3 times a day for example.

Would there be anyway that you can do this without manually adding numbers to data tables and removing them?

Any ideas or ways that other companies manage this would be helpful!

Thanks!

#Routing(ACD/IVR)

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Shauna Gibson
PS
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Hello Shauna, 

I have looked an there is no easy way to do this. It either require a appfoundry application which then it doesn't sound easy, or having the data sent to a data ware house. 

But we do have this idea to enhance our product. I went and voted for it and i'm thinking you might want to as well. 

Here are my other sources I found, explaining that its not easy. 

• Dev forum
• Community Post

Cheers,

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Cameron
Online Community Manager/Moderator
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Hi Shauna,

You could use a Data Action to call the Analytics API and see how many hits you get for a specific ANI during a time period and do routing based on that, or you could create a Preferred Agent list that doesn't include the agent that has already talked to the customer.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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