Hi All -  I'm seeking guidance on optimizing our call flow management using Genesys. Currently, we manage over 20 queues with a dedicated callback queue. I'm in the process of developing an in-queue call flow and have updated the callback block to trigger when EWT exceeds 5 minutes.

The objective is to ensure that if a customer opts for a callback, their request is directed to our dedicated callback queue instead of remaining in their originally selected IVR queue. This callback queue will be staffed by agents from all our queues to improve efficiency and customer service.

Thank you for your expertise!

HI Saravana,

You could Transfer To Flow, then use the Create Callback action there, which does allow you to specify the queue,

or look at the Callback APIs

like POST /api/v2/conversations/{conversationId}/participants/{participantId}/callbacks - If you want it connected to the current call and participant

or 

Hi All -  I'm seeking guidance on optimizing our call flow management using Genesys. Currently, we manage over 20 queues with a dedicated callback queue. I'm in the process of developing an in-queue call flow and have updated the callback block to trigger when EWT exceeds 5 minutes.

The objective is to ensure that if a customer opts for a callback, their request is directed to our dedicated callback queue instead of remaining in their originally selected IVR queue. This callback queue will be staffed by agents from all our queues to improve efficiency and customer service.

Thank you for your expertise!

Hi Anton - I tried the first option, but unfortunately, it didn't work as expected. It seems to be queuing based on the customer's selection. Since I haven't worked with APIs before, I'm unsure how to proceed with this. I'll investigate internally and get back to you as soon as possible.

I'm implementing an in-queue call flow:

• Hold Music: 30 seconds of hold music.
• Estimated Wait Time Announcement: After the 30 seconds of hold music, it will announce the estimated wait time.
  • If the estimated wait time is 5 minutes or more, it will offer a callback option.
  • If no action is selected, it will return to the hold music again.
  • If the estimated wait time is less than 5 minutes, it will continue announcing the estimated wait time after each 30-second hold music interval.

Could you please provide an exported flow that you've used, or any assistance you can offer on this?

HI Saravana,

You could Transfer To Flow, then use the Create Callback action there, which does allow you to specify the queue,

or look at the Callback APIs

like POST /api/v2/conversations/{conversationId}/participants/{participantId}/callbacks - If you want it connected to the current call and participant

or 

Hi All -  I'm seeking guidance on optimizing our call flow management using Genesys. Currently, we manage over 20 queues with a dedicated callback queue. I'm in the process of developing an in-queue call flow and have updated the callback block to trigger when EWT exceeds 5 minutes.

The objective is to ensure that if a customer opts for a callback, their request is directed to our dedicated callback queue instead of remaining in their originally selected IVR queue. This callback queue will be staffed by agents from all our queues to improve efficiency and customer service.

Thank you for your expertise!