Genesys Cloud - Main

Hi everybody,

 

is it possible to offer a scheduled callback into the Architect,instead of a virtual queueing?

I'd like to collect information and create a schedule callback.

Thanks

Stefano

This is something that's on our roadmap and we're planning to add it later this year.

Hi everyone!

Is there any news about this? It was stated on this topic this was to be added in the end of last year.

Thank you in advance.

Best regards,

Ana Laia

------------------------------
Ana Laia
ACCENTURE CONSULTORES DE GESTAO SA
------------------------------

Original Message:
Sent: 02-01-2017 10:14
From: A Contributor
Subject: Scheduled Callback in Architect

This is something that's on our roadmap and we're planning to add it later this year.

Thanks a lot Melissa.

We'd like to offer a time range to recall the customer, for instance :

 

Do you want a recall from 9am to 12pm press 1, 12pm to 16pm press 2, 16pm to 20pm press 3.

Then the customer is added as lead in one contact list/campaign.

What do you think?

Thanks

Stefano

That's not quite how callbacks work in Architect.  The callback is place on the ACD queue, not as part of a contact list/campaign.  The callback is offered to an available agent on the queue and they initiate the call.  Once we add scheduling options, the callback won't be offered to any agents until the selected time.  The scheduled time will be an exact time, not a range, but it will be dependent on the queue's status.  If the customer chose 12:00, they might not get the call until 12:10 if the queue didn't have any available agents until 12:09.