Hello everyone!
We are in the middle of migrating our client's contact center from the current Genesys Engage platform to the new org on Genesys Cloud. Over the years, our client has requested several customizations.
In particular, they have previously asked for a call back service that could be freely scheduled by the customer through IVR, Chatbot, Web, and other various support channels, allowing them to choose the preferred date and time slot.
Is there anyway on Genesys Cloud to insert a record in the calling list to be dial call at specific time (as for dial_sched_time field on Engage)? And is there a View of the actual Calling List records where to perform updates on records and look for the dial result? I was only able to download the .csv, not really helpful for us compared to Genesys Administrator Calling List View for Engage.
Thanks.