Preserve skills from calls for callbacks and voicemails

Prerequisites

The following permissions:

  • Routing > Settings > Edit permission
  • Routing > Settings > All permissions

Administrators can now preserve all routing information such as skills, language, and priority from the original call for callbacks and ACD voicemails. Preserving the routing information allows Genesys Cloud to connect a customer with an agent who is well equipped to handle the customer’s queries. This setting applies to Agent First callbacks including in-queue callbacks, scheduled callbacks, skilled campaign callbacks, and ACD voicemails. In a future release, Genesys Cloud will support this feature for Customer First callbacks also.

Note: If you have a callback created before this feature is enabled in your organization, the routing information is not preserved.

To preserve all skills from calls to callbacks and in-queue voicemails, follow these steps:

  1. Click Admin.
  2. Under Account Settings, click Organization Settings.
  3. Click the Settings tab.
  4. Under Contact Center, enable Callbacks Inherit Skills from Inbound Call.
  5. Click Save.