Yes that is the way i am thinking i am going to have to do it, but this requires me to have it drop into a dummy queue to get priority and then moved to the correct queue. I am not sure why Genesys hasn't seen the need to have a priority option on the Create Callback step. PureConnect had this feature and they said Genesys Cloud has all the same features as PureConnect and more.
Disappointed in the product so far.
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Scott Williams
Senior Telecom Engineer
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Original Message:
Sent: 03-13-2025 16:19
From: Robert Wakefield-Carl
Subject: Setting Callback Priority on inbound flow
If you use a Data Action to create the callback, then yes you have full ability to set the priority. If you use the In-queue Call flow tool, as of 3 weeks ago, all attributes including priority, skills, and language are all copied over from the call to the callback. Lastly, you can use tools in the In-Queue flow to increase or decrease priority of callbacks waiting in queue.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-13-2025 14:04
From: Scott Williams
Subject: Setting Callback Priority on inbound flow
Hi All,
Is there a way to set a priority on an inbound flow using Create Callback?
I have a inbound flow that is using the create callback step, but i don't see a way to set a priority for this callback before it drops into queue. This is an issue as our inbound calls priority is 50 and callbacks created are coming in with a Priority 0.
Thank you,
Scott
#ArchitectureandDesign
#Routing(ACD/IVR)
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Scott Williams
Senior Telecom Engineer
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