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  • 1.  Genesys Cloud CX | Dynamic Call Backs

    Posted 2 days ago

    Hey guys, 

    Quick question... 

    Is there a method within the platform by which an agent can schedule a call back that is then added to a queue / dynamically routed to them at the scheduled time? 
     
    The issue that we have is that agents are receiving email / digital interactions requesting a voice call from a customer. The agent is then having to take themselves 'off queue' to manually call the customer. If they remain on queue and manually place the outbound call it causes issues with reporting statistics. We require the ability to add the call back to a queue so that it can be dynamically initiated, whilst the agent remains on queue and thus not causing issues with reporting statistics. 
     
    I hope that this relatively clear.
    Cheers. 

    #Telephony

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    Matthew Tipler
    News Team Group
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  • 2.  RE: Genesys Cloud CX | Dynamic Call Backs
    Best Answer

    Posted 2 days ago

    Hi Matthew,


    If you're using scripts, you can create a button that calls a Genesys cloud data action that creates a callback for the queue.

    You can pass the queue id/name in the IVR flow initially as participant data and use that as your script variables to help you create that callback.

    About the Genesys Cloud data actions integration - Genesys Cloud Resource Center (mypurecloud.com)



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    Niel Vicente
    DAMAC Properties Co. LLC
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    Original Message


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