Hello everyone! I am so excited to be implementing the Genesys Cloud Callback feature for our busy queues! It is such a fantastic way to improve the customer experience during peak times! I want to take it even further by sending a custom notification to our customers right before the system places the outbound callback. I am thinking of using a Python script to monitor the queue and trigger the notification. Does anyone have a code snippet or advice on how to use the SDK to identify callbacks that are about to be placed?
Hey. I am just getting started with the Python SDK but I think I can help. You probably want to use the /api/v2/analytics/queues/observations/query to see how many callbacks are waiting.
But to see which one is next, you might need to use the v2.routing.queues.{id}.conversations.callbacks notification topic. I am still figuring out how to parse the JSON correctly but the SDK makes it pretty easy to set up the websocket.
Hello. Welcome to the world of Genesys Cloud development! As someone who has spent a lot of time with the analytics APIs, I must warn you that predicting the exact moment a callback will be placed is very difficult. The routing engine is a black box.
You can see the queue position, but a sudden influx of high-priority calls will push your callback further down the list. I suggest you trigger your notification when the callback is actually assigned to an agent, rather than trying to guess when it will happen.
Yeah the previous poster, That is right. If you try to guess the timing, you will just annoy your customers when the call does not arrive on time. We do this for our outbound campaigns and we found that the best way is to use the ‘Pre-call’ event in the campaign dialer.
For standard callbacks, you should just trigger the notification when the agent hits the ‘Call’ button in their script. It is much more reliable.