Genesys Cloud - Main

Hey all... i have been reading a lot, but not finding exactly the answers i'm looking for.

I have a list of customers in my CRM who have requested a call... sometimes those customers are requesting a specific time for that return call. And sometimes, they want that call at a specific time from a specific agent.

Is it possible to create an outbound campaign that i load the data to... and can continue to add data to additively over time... that would allow for this type of "scheduled callback"? I'm using "scheduled callback", knowing that in Genesys language, that is something a little different.

Bottom line: can i create an outbound campaign that will allow for me to specify the agent to make the call and the time for it to be presented to them, and it show up for the agent as a preview dialed campaign that is mixed in with any inbound calls they may be getting as well?

Thanks for the help! 

Hi Matt,

I don't think its possible to specify the agent in an a campaign, but maybe someone can correct me if I am wrong.  The only approach that I can think of would be to have a specific skill assigned to the callback that only that agent had. e.g. Agent A has a skill called "Agent A" and adding the skill to the record for the callback, the downside is that if Agent A isn't available the customer wouldn't get the call.

Maybe others in the community have a better way of doing this for your example.

Hey all... i have been reading a lot, but not finding exactly the answers i'm looking for.

I have a list of customers in my CRM who have requested a call... sometimes those customers are requesting a specific time for that return call. And sometimes, they want that call at a specific time from a specific agent.

Is it possible to create an outbound campaign that i load the data to... and can continue to add data to additively over time... that would allow for this type of "scheduled callback"? I'm using "scheduled callback", knowing that in Genesys language, that is something a little different.

Bottom line: can i create an outbound campaign that will allow for me to specify the agent to make the call and the time for it to be presented to them, and it show up for the agent as a preview dialed campaign that is mixed in with any inbound calls they may be getting as well?

Thanks for the help! 

Thanks, Sam... that is at least a workable option.

Could I specify the exact time for the callback?

I see how it is labeled when i schedule a callback during an interaction... it is available to see in Performance > Workspace > Contact Center > Scheduled Callbacks and it is clear there is a data file containing that detail. I'm essentially just looking to populate that data file (wherever it lives) with data from outside Genesys.

Hi Matt,

I don't think its possible to specify the agent in an a campaign, but maybe someone can correct me if I am wrong.  The only approach that I can think of would be to have a specific skill assigned to the callback that only that agent had. e.g. Agent A has a skill called "Agent A" and adding the skill to the record for the callback, the downside is that if Agent A isn't available the customer wouldn't get the call.

Maybe others in the community have a better way of doing this for your example.

Hey all... i have been reading a lot, but not finding exactly the answers i'm looking for.

I have a list of customers in my CRM who have requested a call... sometimes those customers are requesting a specific time for that return call. And sometimes, they want that call at a specific time from a specific agent.

Is it possible to create an outbound campaign that i load the data to... and can continue to add data to additively over time... that would allow for this type of "scheduled callback"? I'm using "scheduled callback", knowing that in Genesys language, that is something a little different.

Bottom line: can i create an outbound campaign that will allow for me to specify the agent to make the call and the time for it to be presented to them, and it show up for the agent as a preview dialed campaign that is mixed in with any inbound calls they may be getting as well?

Thanks for the help! 

Hi, Matt,

The Scheduled Callbacks in Outbound campaigns are not generated from data when it is time to place the call, but rather generated as scheduled callbacks at creation and left to sit in the queue until time for the call to be placed.

So, you cannot specify the callback time in a Contact List or anything like that.

You are probably best off creating an agent-owned scheduled callback via the API. Use Preferred Agent Routing (which is in the API) rather than the skill, in my estimation, since that allows you to roll to another agent if the desired agent is not available.

https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks

Thanks, Sam... that is at least a workable option.

Could I specify the exact time for the callback?

I see how it is labeled when i schedule a callback during an interaction... it is available to see in Performance > Workspace > Contact Center > Scheduled Callbacks and it is clear there is a data file containing that detail. I'm essentially just looking to populate that data file (wherever it lives) with data from outside Genesys.

Hi Matt,

I don't think its possible to specify the agent in an a campaign, but maybe someone can correct me if I am wrong.  The only approach that I can think of would be to have a specific skill assigned to the callback that only that agent had. e.g. Agent A has a skill called "Agent A" and adding the skill to the record for the callback, the downside is that if Agent A isn't available the customer wouldn't get the call.

Maybe others in the community have a better way of doing this for your example.

Hey all... i have been reading a lot, but not finding exactly the answers i'm looking for.

I have a list of customers in my CRM who have requested a call... sometimes those customers are requesting a specific time for that return call. And sometimes, they want that call at a specific time from a specific agent.

Is it possible to create an outbound campaign that i load the data to... and can continue to add data to additively over time... that would allow for this type of "scheduled callback"? I'm using "scheduled callback", knowing that in Genesys language, that is something a little different.

Bottom line: can i create an outbound campaign that will allow for me to specify the agent to make the call and the time for it to be presented to them, and it show up for the agent as a preview dialed campaign that is mixed in with any inbound calls they may be getting as well?

Thanks for the help! 

Thanks, George. I have not yet had a chance to view that POST call. Does it allow me to set multiple future callbacks (for different agents and times) that then get logged as agent callback here? Performance > Workspace > Contact Center > Scheduled Callbacks

???

Hi, Matt,

The Scheduled Callbacks in Outbound campaigns are not generated from data when it is time to place the call, but rather generated as scheduled callbacks at creation and left to sit in the queue until time for the call to be placed.

So, you cannot specify the callback time in a Contact List or anything like that.

You are probably best off creating an agent-owned scheduled callback via the API. Use Preferred Agent Routing (which is in the API) rather than the skill, in my estimation, since that allows you to roll to another agent if the desired agent is not available.

https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks

Thanks, Sam... that is at least a workable option.

Could I specify the exact time for the callback?

I see how it is labeled when i schedule a callback during an interaction... it is available to see in Performance > Workspace > Contact Center > Scheduled Callbacks and it is clear there is a data file containing that detail. I'm essentially just looking to populate that data file (wherever it lives) with data from outside Genesys.

Hi Matt,

I don't think its possible to specify the agent in an a campaign, but maybe someone can correct me if I am wrong.  The only approach that I can think of would be to have a specific skill assigned to the callback that only that agent had. e.g. Agent A has a skill called "Agent A" and adding the skill to the record for the callback, the downside is that if Agent A isn't available the customer wouldn't get the call.

Maybe others in the community have a better way of doing this for your example.

Hey all... i have been reading a lot, but not finding exactly the answers i'm looking for.

I have a list of customers in my CRM who have requested a call... sometimes those customers are requesting a specific time for that return call. And sometimes, they want that call at a specific time from a specific agent.

Is it possible to create an outbound campaign that i load the data to... and can continue to add data to additively over time... that would allow for this type of "scheduled callback"? I'm using "scheduled callback", knowing that in Genesys language, that is something a little different.

Bottom line: can i create an outbound campaign that will allow for me to specify the agent to make the call and the time for it to be presented to them, and it show up for the agent as a preview dialed campaign that is mixed in with any inbound calls they may be getting as well?

Thanks for the help! 

Yes, one at a time. That is the Performance view where they show up.

Thanks, George. I have not yet had a chance to view that POST call. Does it allow me to set multiple future callbacks (for different agents and times) that then get logged as agent callback here? Performance > Workspace > Contact Center > Scheduled Callbacks

???

Hi, Matt,

The Scheduled Callbacks in Outbound campaigns are not generated from data when it is time to place the call, but rather generated as scheduled callbacks at creation and left to sit in the queue until time for the call to be placed.

So, you cannot specify the callback time in a Contact List or anything like that.

You are probably best off creating an agent-owned scheduled callback via the API. Use Preferred Agent Routing (which is in the API) rather than the skill, in my estimation, since that allows you to roll to another agent if the desired agent is not available.

https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks

Thanks, Sam... that is at least a workable option.

Could I specify the exact time for the callback?

I see how it is labeled when i schedule a callback during an interaction... it is available to see in Performance > Workspace > Contact Center > Scheduled Callbacks and it is clear there is a data file containing that detail. I'm essentially just looking to populate that data file (wherever it lives) with data from outside Genesys.

Hi Matt,

I don't think its possible to specify the agent in an a campaign, but maybe someone can correct me if I am wrong.  The only approach that I can think of would be to have a specific skill assigned to the callback that only that agent had. e.g. Agent A has a skill called "Agent A" and adding the skill to the record for the callback, the downside is that if Agent A isn't available the customer wouldn't get the call.

Maybe others in the community have a better way of doing this for your example.

Hey all... i have been reading a lot, but not finding exactly the answers i'm looking for.

I have a list of customers in my CRM who have requested a call... sometimes those customers are requesting a specific time for that return call. And sometimes, they want that call at a specific time from a specific agent.

Is it possible to create an outbound campaign that i load the data to... and can continue to add data to additively over time... that would allow for this type of "scheduled callback"? I'm using "scheduled callback", knowing that in Genesys language, that is something a little different.

Bottom line: can i create an outbound campaign that will allow for me to specify the agent to make the call and the time for it to be presented to them, and it show up for the agent as a preview dialed campaign that is mixed in with any inbound calls they may be getting as well?

Thanks for the help! 

Unfortunately, this will only allow for callbacks to be scheduled within 2 hours of the time I make the API call in to create the callback record. is there no other way to schedule calls to a customer at a given time?

Yes, one at a time. That is the Performance view where they show up.

Thanks, George. I have not yet had a chance to view that POST call. Does it allow me to set multiple future callbacks (for different agents and times) that then get logged as agent callback here? Performance > Workspace > Contact Center > Scheduled Callbacks

???

Hi, Matt,

The Scheduled Callbacks in Outbound campaigns are not generated from data when it is time to place the call, but rather generated as scheduled callbacks at creation and left to sit in the queue until time for the call to be placed.

So, you cannot specify the callback time in a Contact List or anything like that.

You are probably best off creating an agent-owned scheduled callback via the API. Use Preferred Agent Routing (which is in the API) rather than the skill, in my estimation, since that allows you to roll to another agent if the desired agent is not available.

https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks

Thanks, Sam... that is at least a workable option.

Could I specify the exact time for the callback?

I see how it is labeled when i schedule a callback during an interaction... it is available to see in Performance > Workspace > Contact Center > Scheduled Callbacks and it is clear there is a data file containing that detail. I'm essentially just looking to populate that data file (wherever it lives) with data from outside Genesys.

Hi Matt,

I don't think its possible to specify the agent in an a campaign, but maybe someone can correct me if I am wrong.  The only approach that I can think of would be to have a specific skill assigned to the callback that only that agent had. e.g. Agent A has a skill called "Agent A" and adding the skill to the record for the callback, the downside is that if Agent A isn't available the customer wouldn't get the call.

Maybe others in the community have a better way of doing this for your example.

Hey all... i have been reading a lot, but not finding exactly the answers i'm looking for.

I have a list of customers in my CRM who have requested a call... sometimes those customers are requesting a specific time for that return call. And sometimes, they want that call at a specific time from a specific agent.

Is it possible to create an outbound campaign that i load the data to... and can continue to add data to additively over time... that would allow for this type of "scheduled callback"? I'm using "scheduled callback", knowing that in Genesys language, that is something a little different.

Bottom line: can i create an outbound campaign that will allow for me to specify the agent to make the call and the time for it to be presented to them, and it show up for the agent as a preview dialed campaign that is mixed in with any inbound calls they may be getting as well?

Thanks for the help!