Genesys Cloud - Main

hello we have a situation where we have an outbound campaign and working with predictive dialling mode, sometimes a callback rings on agent even if he is handling a normal call and if the agent didn't answer the callback interaction the system show him as not responding and the callback doesn't route to any other available agent, how can we handle such behaviour and how to block callbacks to come to agents when they are already interacting on another call and make the callback route to any available agent instead

Hello Salah,

You may want to check your organization's Utilization settings. You should make sure that agents are only handling 1 call at a time and that nothing else is allowed to interrupt them while they are on a call.

hello we have a situation where we have an outbound campaign and working with predictive dialling mode, sometimes a callback rings on agent even if he is handling a normal call and if the agent didn't answer the callback interaction the system show him as not responding and the callback doesn't route to any other available agent, how can we handle such behaviour and how to block callbacks to come to agents when they are already interacting on another call and make the callback route to any available agent instead

as you can see we already configured the utilization for agents to handle only 1 call and 1 callback and can't be interrupted by any other interactions type, however, they are still getting sometimes 2 calls at the same time one is a normal call and the other is a callback, can this be due to the usage of predictive mode in outbound campaign?

Hello Salah,

You may want to check your organization's Utilization settings. You should make sure that agents are only handling 1 call at a time and that nothing else is allowed to interrupt them while they are on a call.

hello we have a situation where we have an outbound campaign and working with predictive dialling mode, sometimes a callback rings on agent even if he is handling a normal call and if the agent didn't answer the callback interaction the system show him as not responding and the callback doesn't route to any other available agent, how can we handle such behaviour and how to block callbacks to come to agents when they are already interacting on another call and make the callback route to any available agent instead