Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Agent Owned Callbacks

    Posted 06-26-2023 09:28
    No replies, thread closed.

    Hi, we have the need to ensure that if a callback is set that it will always go to the agent that setup the callback.

    I have been looking around and found that this is achievable with Preferred agent routing but it is unclear for me if this is only for inbound calls as I will need to setup something in architect. If this is the case, this isn't a viable solution.

    Advanced routing overview - Genesys Cloud Resource Center (mypurecloud.com)

    I saw that in Feb 2022 something to handle this was released but again, there is nothing in here that explains this.

    Genesys Cloud Ideas Portal

    Aha remove preview
    Genesys Cloud Ideas Portal
    View this on Aha >

    Does anyone know if we can for sure have an agent schedule a callback and that it will go to that agent always? This is a sales outbound campaign and it is critical that the original agent that set the callback receives it back.


    #Outbound

    ------------------------------
    Judy Heckbert
    NTT America, Inc
    ------------------------------


  • 2.  RE: Agent Owned Callbacks

    Posted 06-27-2023 11:41
    Edited by Jody Nabuurs 06-27-2023 11:41
    No replies, thread closed.

    Hi Judy, 

    Yes, we support agent-owned callbacks in outbound campaigns. See the Callback Channel section of this article: https://help.mypurecloud.com/articles/create-queues/

    The admin enables agent-owned callbacks for the queue, and then when the agent schedules a callback, the agent will have the option to take full ownership of it. See Step 7 here: https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/ 

    (Note - there must be at least one Preferred Agent Routing rule set on the queue.)

    There are also options for the supervisor to view and manage agent-owned callbacks in the Scheduled Callback view. See https://help.mypurecloud.com/articles/scheduled-callbacks-view/

    Thanks!

    Jody



    ------------------------------
    Jody Nabuurs
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Agent Owned Callbacks

    Posted 06-27-2023 11:59
    No replies, thread closed.

    Hi there, 

    Thanks for the info. I did read up on this and it appears that work in Architect needs to be done for this? Did I read that wrong?

    Also, if we are not scoring agents in Genesys I don't understand how to accomplish this.



    ------------------------------
    Judy Heckbert
    NTT America, Inc
    ------------------------------

    Original Message


Related Content