In that case Yes it supports that option for outbound.
There are 2 methods at setting this up, you can either include it in the Script -
https://help.mypurecloud.com/articles/schedule-a-callback-in-a-script/This method means that the campaign needs to be "On" for the callback to direct to the agent, if the campaign is off then it will move to the top of the list and be dialed when it turns on again.
The 2nd option is what we use presently to schedule the callback from the UI -
https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/ we find this more suitable to our agents and does not limit when the callback will be completed.
*** Note if you happen to delete the campaign the callback will prevent the agent from dialing out directly from the UI. They will need to manually dial the number from the keypad or desktop device.
You will need to also configure the wrap up codes and attempt limits if they apply to your customer. I have a rule in place where our callback wrapup code is marked in the contact list to prevent redialing the customer again, in addition it presents the callback to the agent as a preview call when it falls due.
For a supervisor view of callbacks this is accessible from Performance>Scheduled callbacks. You may need to provide the permissions. Unfortunately the filtered component on this screen is limited to Queue and Campaign. While it does list the location, telephone number and the scheduled date it does not list the agent or the ability to sort the callbacks by date which is frustrating. Support raised an idea on our behalf for this to be changed but remains at the bottom of the lab at the moment see CLPLA-I-530
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
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Original Message:
Sent: 12-13-2018 03:50
From: Oudderhem Mostafa
Subject: Route callbacks to the specific agent ?
Thank you Darryn for your answer
What customer want to have, if Purecloud support the option of "Route to me if possible" when the agent schedule callback during an outbound dialing
So the callback should be routed to that agent within among of time, if not available, then to any other agent on the same queue
I don't know if this is possible
Thank you
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Oudderhem Mostafa
Coverage-Communication
Original Message:
Sent: 12-12-2018 19:50
From: Darryn Chang
Subject: Route callbacks to the specific agent ?
I don't think its possible yet to force the callback to the actual agent who scheduled it every time. There are some suggestions to assign each agent with their own queue but still this doesn't effectively work. While there is a tick box option to route callback to agent if possible this is highly dependent if they are available to take that call. Its very hit and miss. There are a few product ideas on this topic so it would be worth voting for the right one.
If its outbound dialer, then you also need to take into consideration attempt limits if applicable to your country. Not deleting the campaign where the script is attached as this will send the callback down an error path and not set them for more than 30 days.
Managing such callbacks visually is capable via the Performance>Scheduled Callbacks but this is also limited with only have 1 asc/des action but unknown who scheduled the callback unless you search the number in Interactions (product idea submitted to change that)
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Darryn Chang
Stuff Limited
New Zealand
2 Years Purecloud
Original Message:
Sent: 12-11-2018 05:08
From: Oudderhem Mostafa
Subject: Route callbacks to the specific agent ?
Hi,
We have created Script agent that can let agents to schedule callbacks
My question is: Does the callbacks will be routed to the agent who was schedule the call back or it will be come only to any available agent on the queue ?
If no, how we can force the callback to be routed to the agent who has scheduled it ?
Thank you in advance
#Implementation
#Routing(ACD/IVR)
#SystemAdministration
#Telephony
#Unsure/Other