Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Same agent for a second call from the same client (inbound)

    Posted 07-21-2019 18:16
    No replies, thread closed.
    Good night!

    I'm trying to resolve a question that comes to my mind. I put you in situation:

    An inbound call comes in and Agent A answers the call, if the same customer calls again a second time (inbound too). Is there any way that Agent A can take care of him?

    Thanks in advance.

    Greetings,
    Carlos.
    #Routing(ACD/IVR)

    ------------------------------
    Carlos Camacho Jimenez
    Team Vision S. A.
    ------------------------------


  • 2.  RE: Same agent for a second call from the same client (inbound)

    Posted 07-22-2019 10:02
    No replies, thread closed.
    We're working on a feature for that called preferred agent routing. https://purecloud.ideas.aha.io/ideas/CLINB-I-168

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

    Original Message


Related Content