Hi Team,
Can anyone help on this ?
how to send "create callback" to agent instead of Queue in Genesys cloud architect inbound call flow
Our requirement is for every customer two agents(primary agent and secondary agent) are there, when a customer calls if primary agent not available call will be routed to secondary agent, if secondary agent also not available, we will provide call back option to the caller, after collecting input from the caller we need to create a callback and send that callback to primary agent, Can we do that ? instead of sending callback to queue Can we send callback directly to primary agent.