Rescehdule Record To Agent

Genesys Cloud WFM
1

Hi,

I have an question .. When agent reschedule the call from WDE then the call record will assign to same agent or random agent ?

And what will happen when agent get preview record and dial but NoAnswer so agent put call_result as NOAnswer and system do have treatment of NOAnswer for re-dial after 4 hours. After 4 hours the record will assign to same agent or different ?

2

The agent can choose what type of the callback (campaign or personal) will be for reschedule record.
The record based on treatment will be assigned to any agent within current campaign.

3

Thanks Kubig.

I remember that there is option in OCS to configure campign or agent value to reschedule record by treatment. so if we configure as agent then reschedule record will assign to same agent in preview. But dont remember the exact option name.

4

You can do anything by configuring treatment, but this was not your question at all.

5

Yes, the initial question was different, but I am looking now if reschedule record assign to same agent in preview.

6

Depends on agent application settings - for example the WDE has an option outbound.treatment-mode

7

Thanks Kubig, thats what I was looking for :slight_smile:

I thought this option define somewhere in OCS application ..