Scheduling channels
Currently there are two different ways to schedule a call in auvious.
Callback
This option is only available in Genesys Cloud.
It uses the Genesys callback channel to create a callback interaction. Once the time comes, the callback interaction is presented to the agent. The callback interaction carries the room that the customer will join at that specific time.
The customer can join without the agent being present in the room. The customer does not have to join a queue, they just follow the link and land directly to the call (if it's time) or to a waiting screen if not.
Appointment
This option is currently available in Genesys Cloud, Talkdesk and as an API but soon will be available in other integrations as well.
This scheduling channel is integration agnostic when it comes to schedules. All scheduling is done inside auvious and all the timetables are available for the supervisors and agents to see inside auvious. Once the agent answers the webChat interaction the customer joins the call automatically.
Differences between scheduling channels
| Question | Callback | Appointments |
|---|---|---|
| How is the scheduled call routed to Genesys? | Genesys Callback API is used. | Web chat or Web Messaging channels are supported. |
| When does the scheduled call arrive at the agent? | At the time of the call, a callback interaction will be presented on the Agent even if the Customer doesn't click on the url link. | A chat/messenger interaction arrives at the agent only when the customer clicks on the video room url. The agent's time isn't blocked waiting for a customer to join. |
| When does the customer go on queue? | The callback goes on queue at the exact time of the appointment even if customer doesn’t click the call url. | The customers go on queue only if they click the url video link. |
| When does the customer join the call? | The customer joins the call even if the agent has not answered the interaction just by clicking the call url. | The customer joins the call once the agent has answered the interaction. |
| Would the customer be able to join the room if the agent isn’t there? | Yes. Our system checks the scheduled call time and allows the customer to join if it's time for the call. The agent may or may not be there. | WebChat: No, the customer will have to wait for the agent to answer the interaction. Web Messaging: Yes, the customer joins as soon as they follow the call url and is time for the call. |
| Where is Scheduling handled? | Scheduing is handled in Genesys Cloud (callbacks). | Scheduling is handled in Auvious. |
| How will the customer get notified about the scheduled call? | A Genesys Email and/or a Genesys SMS queue is used to send the call details. | A Genesys Campaign / Agentless email and/or SMS is used. Webhooks are also available. |
| Is scheduling a call from the auvious widget supported? | Yes | Yes |
| Is it possible to reschedule ,edit and reassign the calls. | Whatever Genesys offers for callbacks. | Rescheduling, reassigning, and cancelling as well as sending reminders are available actions. |
| Is it possible to customize reminders and notifications via email and sms ? | Yes. You can change the message that is auto-filled in the new sms/email interaction. The agent can also add extra information. The message is not automatically sent. | Greater flexibility for customization is offered. Messages for when an appointment is created, reschedule and about to start can be tailored to your needs. Mesages are automatically sent by the system. |
Why is an agent missing from the agent list?
The lists of agents in Auvious — when you reassign an appointment, when a supervisor filters appointments by agent, and when you filter interactions by agent — are not read from your contact-center platform. They show the agents of your organization who have signed in to Auvious within the last 30 days, i.e. opened the Auvious application in Genesys Cloud (or your other integration).
So an agent can be missing even though their role, queue and group membership are set up correctly, if they:
- have never opened the Auvious application, or
- have not opened it for more than 30 days.
To add them back, ask the agent to open the Auvious application once (signing in is enough; no call is needed). They appear in the lists right away; reload the page that shows the list. Each sign-in keeps them listed for another 30 days.
Because of this rule, an agent who no longer uses Auvious (for example, someone who has left the team) also disappears from the agent filters, even though their past appointments and interactions are still available.