So in our main call flow we have the ability to check Flow Outcomes and Flow Milestones.  We can see how many callers reach our EWT threshold and get tagged for a Callback interaction.

We also have the ability to provide Callback Interactions for callers that are holding in queue for 180 seconds. Unfortunately, we cannot set Flow Outcomes/Milestones for In-queue flows.  I have been told by our integration engineer that this can be done by using Participant Data.  I am looking to see how to implement this.  I am thinking this has to do with some type of external tag that is assigned to Interactions that get this option.

Can someone point me in the right direction on where this can be programmed, and how to tag these callers?  Any help would be appreciated.
#ArchitectureandDesign

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John Anaya
Amdocs Management Limited
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Hey John,

Two Pro Services Principal Consultants, or also known as our very own "Above Average Joes," were on the Q&A Show this week and tackled some community questions ranging the gamut of topics including, but yours was one of them! Check out the minute markers below and hope you enjoy the episode:

2:38 - In- Queue Email Flow Triggers
9:20 - Searching Outbound Email Interactions
15:25 - Tagging Callback Interactions
19:39 - Busy Fax Signal
26:21 - Dialogflow Delays
29:53 - Recall Attempts
33:13 - Call Recording Policy
39:22 - Schedule Callbacks
42:40 - Custom Contactable Time Sets

We also highlight a new website revamp that, if you leave your valuable feedback, could score you a prize from our amazing Prize Wall! 


Cheers,

Matt

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Matt Lawson
Genesys - Employees
Online Community Manager
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Original Message:
Sent: 08-23-2022 17:52
From: John Anaya
Subject: Tagging Callback Interactions - but from an In-queue Call Flow

So in our main call flow we have the ability to check Flow Outcomes and Flow Milestones.  We can see how many callers reach our EWT threshold and get tagged for a Callback interaction.

We also have the ability to provide Callback Interactions for callers that are holding in queue for 180 seconds. Unfortunately, we cannot set Flow Outcomes/Milestones for In-queue flows.  I have been told by our integration engineer that this can be done by using Participant Data.  I am looking to see how to implement this.  I am thinking this has to do with some type of external tag that is assigned to Interactions that get this option.

Can someone point me in the right direction on where this can be programmed, and how to tag these callers?  Any help would be appreciated.
#ArchitectureandDesign

------------------------------
John Anaya
Amdocs Management Limited
------------------------------