Genesys Cloud - Main

Hello everyone, 

I've been scouring the forums without much luck but from what I can tell there is no option for an agent to schedule a callback to a different queue. For example, we have special services available that are sometimes quite busy so we'd like to be able to offer our consumers those services without them having to wait in queue. It seems the only option for callbacks is to the queue that the call came in through. Is that accurate?
#Outbound

------------------------------
Brianna Pierce
Gerber Products Company
------------------------------

If the caller is going to be handled by the other queue, I'm thinking you would transfer immediately to that other queue from Architect, and then if no one is immediately available offer the callback in that other queue's In-Queue Call flow. In that case it will be assigned in the queue you want.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-23-2020 14:54
From: Brianna Pierce
Subject: Creating Scheduled Callback for Different Queue

Hello everyone,

I've been scouring the forums without much luck but from what I can tell there is no option for an agent to schedule a callback to a different queue. For example, we have special services available that are sometimes quite busy so we'd like to be able to offer our consumers those services without them having to wait in queue. It seems the only option for callbacks is to the queue that the call came in through. Is that accurate?
#Outbound

------------------------------
Brianna Pierce
Gerber Products Company
------------------------------

Most of the time that would be fine to do except that our call center is 24/7 and our special services are only available during daytime hours. In these cases, the best consumer experience would be for the agent to offer a callback the following day and be able to schedule it without having to put the consumer on hold or require the consumer to go through the callback request via the In-Queue Call flow.

------------------------------
Brianna Pierce
Gerber Products Company
------------------------------

Original Message:
Sent: 01-23-2020 15:03
From: George Ganahl
Subject: Creating Scheduled Callback for Different Queue

If the caller is going to be handled by the other queue, I'm thinking you would transfer immediately to that other queue from Architect, and then if no one is immediately available offer the callback in that other queue's In-Queue Call flow. In that case it will be assigned in the queue you want.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2020 14:54
From: Brianna Pierce
Subject: Creating Scheduled Callback for Different Queue

Hello everyone,

I've been scouring the forums without much luck but from what I can tell there is no option for an agent to schedule a callback to a different queue. For example, we have special services available that are sometimes quite busy so we'd like to be able to offer our consumers those services without them having to wait in queue. It seems the only option for callbacks is to the queue that the call came in through. Is that accurate?
#Outbound

------------------------------
Brianna Pierce
Gerber Products Company
------------------------------

Got it--the Callback is going to be scheduled by the other queues' agents.

Have you looked at using the Scripter.Schedule Callback action in the script? That allows the agent to designate which queue the callback should be placed on, along with date and time, which script to pop for the callback, a few other options.

There is a Resource Center article that talks about it, sort of, but does not explain all the fields:

https://help.mypurecloud.com/articles/add-a-schedule-callback-option-to-a-script/

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-23-2020 15:11
From: Brianna Pierce
Subject: Creating Scheduled Callback for Different Queue

Most of the time that would be fine to do except that our call center is 24/7 and our special services are only available during daytime hours. In these cases, the best consumer experience would be for the agent to offer a callback the following day and be able to schedule it without having to put the consumer on hold or require the consumer to go through the callback request via the In-Queue Call flow.

------------------------------
Brianna Pierce
Gerber Products Company

Original Message:
Sent: 01-23-2020 15:03
From: George Ganahl
Subject: Creating Scheduled Callback for Different Queue

If the caller is going to be handled by the other queue, I'm thinking you would transfer immediately to that other queue from Architect, and then if no one is immediately available offer the callback in that other queue's In-Queue Call flow. In that case it will be assigned in the queue you want.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2020 14:54
From: Brianna Pierce
Subject: Creating Scheduled Callback for Different Queue

Hello everyone,

I've been scouring the forums without much luck but from what I can tell there is no option for an agent to schedule a callback to a different queue. For example, we have special services available that are sometimes quite busy so we'd like to be able to offer our consumers those services without them having to wait in queue. It seems the only option for callbacks is to the queue that the call came in through. Is that accurate?
#Outbound

------------------------------
Brianna Pierce
Gerber Products Company
------------------------------

@Brianna Pierce hopefully I interpreted your need correctly. I created the solution and walked through it in the upcoming Genesys Cloud Community Q & A video that will be coming out in a day or two.​

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-23-2020 17:49
From: George Ganahl
Subject: Creating Scheduled Callback for Different Queue

Got it--the Callback is going to be scheduled by the other queues' agents.

Have you looked at using the Scripter.Schedule Callback action in the script? That allows the agent to designate which queue the callback should be placed on, along with date and time, which script to pop for the callback, a few other options.

There is a Resource Center article that talks about it, sort of, but does not explain all the fields:

https://help.mypurecloud.com/articles/add-a-schedule-callback-option-to-a-script/

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2020 15:11
From: Brianna Pierce
Subject: Creating Scheduled Callback for Different Queue

Most of the time that would be fine to do except that our call center is 24/7 and our special services are only available during daytime hours. In these cases, the best consumer experience would be for the agent to offer a callback the following day and be able to schedule it without having to put the consumer on hold or require the consumer to go through the callback request via the In-Queue Call flow.

------------------------------
Brianna Pierce
Gerber Products Company

Original Message:
Sent: 01-23-2020 15:03
From: George Ganahl
Subject: Creating Scheduled Callback for Different Queue

If the caller is going to be handled by the other queue, I'm thinking you would transfer immediately to that other queue from Architect, and then if no one is immediately available offer the callback in that other queue's In-Queue Call flow. In that case it will be assigned in the queue you want.

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-23-2020 14:54
From: Brianna Pierce
Subject: Creating Scheduled Callback for Different Queue

Hello everyone,

I've been scouring the forums without much luck but from what I can tell there is no option for an agent to schedule a callback to a different queue. For example, we have special services available that are sometimes quite busy so we'd like to be able to offer our consumers those services without them having to wait in queue. It seems the only option for callbacks is to the queue that the call came in through. Is that accurate?
#Outbound

------------------------------
Brianna Pierce
Gerber Products Company
------------------------------

You would need to transfer the call to the other queue and initiate the callback in the in queue flow for that queue.  Of course, the place in line would be reset upon transfer.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 01-23-2020 14:54
From: Brianna Pierce
Subject: Creating Scheduled Callback for Different Queue

Hello everyone,

I've been scouring the forums without much luck but from what I can tell there is no option for an agent to schedule a callback to a different queue. For example, we have special services available that are sometimes quite busy so we'd like to be able to offer our consumers those services without them having to wait in queue. It seems the only option for callbacks is to the queue that the call came in through. Is that accurate?
#Outbound

------------------------------
Brianna Pierce
Gerber Products Company
------------------------------

Hi @Brianna Pierce,

Our friend @George Ganahl dives deep into your question in the most recent episode of the Genesys Cloud Community Q&A Show. You can check it out here!​

------------------------------
Cole Callahan
Genesys - Employees
Online Community Coordinator
------------------------------

Original Message:
Sent: 01-23-2020 17:58
From: Robert Wakefield-Carl
Subject: Creating Scheduled Callback for Different Queue

You would need to transfer the call to the other queue and initiate the callback in the in queue flow for that queue.  Of course, the place in line would be reset upon transfer.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-23-2020 14:54
From: Brianna Pierce
Subject: Creating Scheduled Callback for Different Queue

Hello everyone,

I've been scouring the forums without much luck but from what I can tell there is no option for an agent to schedule a callback to a different queue. For example, we have special services available that are sometimes quite busy so we'd like to be able to offer our consumers those services without them having to wait in queue. It seems the only option for callbacks is to the queue that the call came in through. Is that accurate?
#Outbound

------------------------------
Brianna Pierce
Gerber Products Company
------------------------------