Callback
Note: Not all changes listed below may pertain to your deployment.
December 28, 2018 (9.0.000.06)
What's New
Initial release
Businesses sometimes can't provide on-demand, low-wait agent help due to resource limitations or increased service usage. The next best option, in these situations, is to give some form of deferred option to connect consumers and agents at a mutually beneficial later time.
Genesys Callback, taking its name from the most typical form of a deferred agent voice call, provides support for Call-In behavior as well. Callback, then, is a generic product name that includes support for many scenarios and triggering sources including:
- Support for Immediate (as soon as an agent is available) or Scheduled Callback offers.
- Support for IVR in-queue callback.
- Support for web or mobile callback — Public API-driven from mobile apps, Web sites, or the Genesys Widgets for Callback.
- Support for Click-To-Call-In — A mobile app requests call-in details provided immediately or when an agent becomes available.
- Additional public APIs for queue Estimated Wait Time (EWT) and office hours availability.
- Web administration UI for general management (list, create, cancel, reschedule callbacks).
Genesys Callback is enabled by Genesys Engagement Services (GES), the successor to Genesys Mobile Services (GMS) in the cloud. Designer is used to configure Callback.
Known Issues
There are currently no known issues.