Genesys Cloud - Main

Hi everyone, 

we have the following issue / question: 

We have a multilingual team of agents. When Agent A schedules a callback and misses it, it will be transferred to the next available Agent B even if they do not have the necessary language skills to work on the callback. So my question is, is there a way to set the language when scheduling the call? We are currently not using agent owned callbacks but are open to it if that helps solve our problem.

Thank you in advance for your help

#Outbound

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Elias Nozaki
External Consultant
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Hi Elias

I would have a look at this article on resource center, not sure if this might help  - https://help.genesys.cloud/articles/preserve-skills-from-calls-for-callbacks-and-voicemails/

https://help.genesys.cloud/articles/callbacks-overview/

Regards

Hi Stephan, thank you for the quick response! This has helped a lot :) 

Regards

Hi Elias

Great, thanks for the confirmation.

Have a nice day.

Regards