Workforce Engagement Management

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  • 1.  Best Practice for agents to return calls on next day with time zone restrictions.

    Posted 27 days ago

    Good Afternoon, What is the best practice for agents to return call backs the next day. We do not want them returning call backs to early or to late in the customers time zone.

    *Current work around would be to turn the call back utilization to zero for each agent until it is time to make call backs. ( Very time consuming)  Is there a better method?

    Example: Agent is in Central time zone, agent starts work at 6:00am and there is a call back waiting to be made in Pacific time zone. 

    If it is 6:00am CT then it is 4:00 am PT.  

    Thank you in advance! 


    #Routing

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    Wendy Dodson
    Sedgwick Claims Management Services, Inc.
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  • 2.  RE: Best Practice for agents to return calls on next day with time zone restrictions.

    Posted 25 days ago

    Wendy, I'm guessing that callbacks are in the same queue as your voice interactions?  Have you considered having callbacks route to a separate queue? Then the agent could be deactivated in that queue until a designated time? 



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    Shelby Cronk
    C1
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    Original Message


  • 3.  RE: Best Practice for agents to return calls on next day with time zone restrictions.

    Top 25 Contributor
    Posted 25 days ago

    We are interested in the answer to this, as well.  A separate queue would not work for us as we get call and thus callbacks from all US time zones at all times of day so we can't deactivate them.  



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    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
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    Original Message


  • 4.  RE: Best Practice for agents to return calls on next day with time zone restrictions.

    Top 25 Contributor
    Posted 25 days ago

    Could you, put your callbacks instead into an agentless campaign or preview. 

    Then in the campaign set your callable time sets, so it only then calls during the right time zones, while still using the same queue. - Using this as a base https://developer.genesys.cloud/blueprints/automated-callback-blueprint/

    Yes definitely a lot of extra work for one additional feature but it might be an option. Suggest maybe also submitting an idea for this? 



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    Anton Vroon
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    Original Message


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