Can I route a CallBack (User Terminated Scheduled) on a single Agent?

Genesys Cloud WFM
1

Hi Guys,
can I route a User Terminated Scheduled CallBack directly on a single Agent? I’ve already made a strategy which does the same thing to an Agent Group, and it works perfectly, but i want that this strategy, routes the callback to an agent and then, if the single agent is not available, after 60 Seconds (timeout), routes the callback to the Agent Group. Is it possible? And if it is, how can I do that?

P.S. The callback service is inside the GMS, which recalls my strategy mentioned above, with the option _urs_strategy.

Thanks for your replies!

2

Can someone answer me about it?

3

Patience my little padawan. Maybe others are working too and could be searching how to help you.

4

Of course you can route the callback to the agent (it is default behaviour of this callback type). What problem exactly you try to solve? Did you try to configure option “_wait_for_agent”?

5

Hi Kubig,
the problem is when i try to route a callback to a specific Agent given by a WebService block, the strategy doesn’t route it, and it goes to the Agent Group specified in the _target option of the GMS. From the logs, the interaction goes to the specific agent, but i’m not receiving it in the WDE. The strategy is preconfigurated by Genesys and it’s called WaitForTarget.

6

As you are aware, the _target is s dynamic input from client when they call GMS call back service.

Example,

_target = [{“target”:“?:GMS_Callback>2@StatServer_Routing_1a.GA”,“timeout”:“600”,“clear”:“false”,“stat_to_check”:“RStatAgentsTotal”,“stat_operator”:“<=”,“stat_value”:“1”},{“target”:“?:GMS_Callback>1@StatServer_Routing_1a.GA”,“timeout”:“600”,“clear”:“false”,“stat_to_check”:“RStatAgentsTotal”,“stat_operator”:“<=”,“stat_value”:“1”},{“target”:“?:GMS_Callback>0@StatServer_Routing_1a.GA”,“timeout”:“600”,“clear”:“false”,“stat_to_check”:“RStatAgentsTotal”,“stat_operator”:“<=”,“stat_value”:“1”}]

the above example says the way of targeting 3 different skill agents, technically routing based on Skills.

In your scenario, instead of using the template for Skill routing, use of specific agent routing, like AGENT1@statserver.A
It should work

7

Hi Raja Sekhar,
thank you for your reply, but it is not the problem, because i want to do this from the strategy, exactly from a variable extracted from the response of the WebService Block, and not from the _target option of the GMS_Cluster. It is possible?

Thanks

8

In that case you would write your own routing logic or modify to default one (provided by Genesys)

9

Hi Kubig,
i have already tried it but, the callback doesn’t enter in the agent that it was specified by the response of the WebService Block. From the logs, it seems to route to it, but i can’t see any interaction coming on the WDE.

10

Well the your problem is quite another totally…
Unless you post some logs and what you have done at your strategy how you can expect some help?