Genesys Cloud - Main

In this video, @Rebecca Harper discusses about a new feature "Preserve routing information for callbacks and voicemails"

Administrators can now preserve such routing information as skills, language, and priority from original calls for callbacks and ACD voicemails. This feature ensures that callbacks and voicemails retain the routing details from the original call, such as assigned skills, language preferences, and priority. With this enhancement, Genesys Cloud helps connect customers to agents who are best suited to handle their specific needs. This setting applies to agent first callbacks including in-queue callbacks, scheduled callbacks, skilled campaign callbacks, and ACD voicemails. For example, when an inbound call creates a callback request, the system now retains the original interaction’s routing data, including skills (such as technical expertise), language (such as Spanish or French), and any defined priority.

Release notes: https://help.mypurecloud.com/releasenote/january-20-2025/

#TAMStudios #FeatureReview #callback #voicemail