Genesys Cloud - Main

Hi all,

Is there a way to manage callbacks to be only contained within business hours?

Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already closed for the day. We've advised them to manually reschedule the callbacks to when the queue opens.

Desired outcome: Using code, triggers, Architect, etc. to reschedule those callback interactions within operating hours, so agents wouldn't have to manually keep rescheduling to a later date/time.

We're thinking a trigger could potentially help with collecting those leftover callbacks but so far the topics we've tested are not getting triggered.

Would this be possible currently?

Thank you!

Hello Dianne, 

This article sounds like what you are trying to achieve. Other than that I cant think of anything, not saying its not possible but it might require some fancy flow work. Hopefully someone in the community is trying or has achieved this. 

Cheers, 

Hi all,

Is there a way to manage callbacks to be only contained within business hours?

Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already closed for the day. We've advised them to manually reschedule the callbacks to when the queue opens.

Desired outcome: Using code, triggers, Architect, etc. to reschedule those callback interactions within operating hours, so agents wouldn't have to manually keep rescheduling to a later date/time.

We're thinking a trigger could potentially help with collecting those leftover callbacks but so far the topics we've tested are not getting triggered.

Would this be possible currently?

Thank you!

Hi Cameron,

Thank you for your response! However, that article is for automatically dialing callbacks, whereas I'm hoping to reschedule or contain callbacks within certain business hours.

Hello Dianne, 

This article sounds like what you are trying to achieve. Other than that I cant think of anything, not saying its not possible but it might require some fancy flow work. Hopefully someone in the community is trying or has achieved this. 

Cheers, 

Hi all,

Is there a way to manage callbacks to be only contained within business hours?

Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already closed for the day. We've advised them to manually reschedule the callbacks to when the queue opens.

Desired outcome: Using code, triggers, Architect, etc. to reschedule those callback interactions within operating hours, so agents wouldn't have to manually keep rescheduling to a later date/time.

We're thinking a trigger could potentially help with collecting those leftover callbacks but so far the topics we've tested are not getting triggered.

Would this be possible currently?

Thank you!

Hello Dianne, 

Ahh I missed the mark. I have done a little more digging and found this feature is not available for in-queue callbacks, But you can configure this process in Architect by adding a Decision action before the Create Callback action. Configure the Decision action to check hours and then determine whether to offer a callback.

Can Genesys Cloud set callable times for callbacks?

Hope this helps,

Hi Cameron,

Thank you for your response! However, that article is for automatically dialing callbacks, whereas I'm hoping to reschedule or contain callbacks within certain business hours.

Hello Dianne, 

This article sounds like what you are trying to achieve. Other than that I cant think of anything, not saying its not possible but it might require some fancy flow work. Hopefully someone in the community is trying or has achieved this. 

Cheers, 

Hi all,

Is there a way to manage callbacks to be only contained within business hours?

Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already closed for the day. We've advised them to manually reschedule the callbacks to when the queue opens.

Desired outcome: Using code, triggers, Architect, etc. to reschedule those callback interactions within operating hours, so agents wouldn't have to manually keep rescheduling to a later date/time.

We're thinking a trigger could potentially help with collecting those leftover callbacks but so far the topics we've tested are not getting triggered.

Would this be possible currently?

Thank you!

Hi all,

Is there a way to manage callbacks to be only contained within business hours?

Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already closed for the day. We've advised them to manually reschedule the callbacks to when the queue opens.

Desired outcome: Using code, triggers, Architect, etc. to reschedule those callback interactions within operating hours, so agents wouldn't have to manually keep rescheduling to a later date/time.

We're thinking a trigger could potentially help with collecting those leftover callbacks but so far the topics we've tested are not getting triggered.

Would this be possible currently?

Thank you!

Hi all,

Is there a way to manage callbacks to be only contained within business hours?

Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already closed for the day. We've advised them to manually reschedule the callbacks to when the queue opens.

Desired outcome: Using code, triggers, Architect, etc. to reschedule those callback interactions within operating hours, so agents wouldn't have to manually keep rescheduling to a later date/time.

We're thinking a trigger could potentially help with collecting those leftover callbacks but so far the topics we've tested are not getting triggered.

Would this be possible currently?

Thank you!

Hi all,

Is there a way to manage callbacks to be only contained within business hours?

Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already closed for the day. We've advised them to manually reschedule the callbacks to when the queue opens.

Desired outcome: Using code, triggers, Architect, etc. to reschedule those callback interactions within operating hours, so agents wouldn't have to manually keep rescheduling to a later date/time.

We're thinking a trigger could potentially help with collecting those leftover callbacks but so far the topics we've tested are not getting triggered.

Would this be possible currently?

Thank you!

Hi all,

Is there a way to manage callbacks to be only contained within business hours?

Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already closed for the day. We've advised them to manually reschedule the callbacks to when the queue opens.

Desired outcome: Using code, triggers, Architect, etc. to reschedule those callback interactions within operating hours, so agents wouldn't have to manually keep rescheduling to a later date/time.

We're thinking a trigger could potentially help with collecting those leftover callbacks but so far the topics we've tested are not getting triggered.

Would this be possible currently?

Thank you!