Genesys Cloud - Main

Hello all, 

If an agent makes a call to a client and decides to schedule a call-back at a specific time, is there anyway at that time to have this scheduled call-back have higher priority then other pending calls at that time?

The issue we face is, if we say we will schedule a call at 11am, and at 11am we have 15 waiting calls, that scheduled call will be put onto the bottom of the list. 

Thank you

#Routing(ACD/IVR)

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Richard
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Hello Richard, 

AFAIK, by default the OOB schedule callback does not assign higher priority than the current call, so you will want an agent script and data action to schedule the callback with the priority you want to assign.
You could also consider this thread https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=698ae610-bc5d-4880-b030-14d263849993&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer, and the automated callback blueprint : https://github.com/GenesysCloudBlueprints/automated-callback-blueprint 
Hope it helps,

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Gurwan Duplenne
Genesys - Employees
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Original Message:
Sent: 06-01-2022 07:50
From: Richard Dib
Subject: Scheduled call-backs - priority

Hello all,

If an agent makes a call to a client and decides to schedule a call-back at a specific time, is there anyway at that time to have this scheduled call-back have higher priority then other pending calls at that time?

The issue we face is, if we say we will schedule a call at 11am, and at 11am we have 15 waiting calls, that scheduled call will be put onto the bottom of the list.

Thank you

#Routing(ACD/IVR)

------------------------------
Richard
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