FAQs: Callbacks

Genesys Cloud checks for eligible callbacks or slots, in these scenarios:

• An agent goes on queue
• An agent completes a call and is not pending in off queue status
• A callback arrives in the customer first callback queue
• Genesys Cloud dispatches an eligible callback

For answering machines, the only available configuration is to transfer the customer first callback to an Architect inbound flow. Settings such as Post Connect Call Analysis, Answering Machine Detection, and Beep Detection are enabled by default.

Genesys Cloud uses the site that the organization sets as default.

No, customer first callbacks do not support agent-owned callbacks.

If Genesys Cloud detects an answering machine, queue configuration options can transfer the callback to an Architect flow. For all other interaction progress outcomes, Genesys Cloud dispositions the interaction with the outcome code. Genesys Cloud does not support the ability to retry unsuccessful outcomes.

The customer first callback keeps its place in queue from the time of the callback booking and its placement into the queue. When the callback Position in Queue is 1, the callback is eligible to be dialed out and has the highest priority, unless custom priority overrides take place as part of Architect inbound flows.

To control the pace of dispatching callbacks, use the Pacing Modifier setting.

When you use this modifier, Genesys Cloud calculates a coefficient that is multiplied by the number of agents that are logged in to the queue to determine the number of callbacks initiated at one time. If you notice that your callbacks are not dispatching, you can either increase the pacing modifier under Admin > Queues > Callback, or you can increase the number of agents in the queue.

For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it.

Scheduled callbacks, however, is unaffected by preferred agent routing. For more information, see Advanced routing overview.

Genesys Cloud does not automatically cancel the callback.

Best practice recommends not setting agent utilization that allows callbacks to interrupt calls. This configuration may create a situation in which real-time calls are answered before a callback is placed, thereby preventing the position in queue from being held.

Consider these scenarios:

• If utilization is set to prevent calls from interrupting callbacks, and both calls and callbacks go through a single queue, the system attempts the callback before the caller reaches an agent. In that situation, the customer’s phone line may be busy and the callback will not succeed. This situation may result in the agent rescheduling another callback and then receiving the call from the customer, which leaves the rescheduled callback in the queue.
• If multiple queues exist, the customer could possibly reach an agent before the agent places the callback. If the customer reaches an agent and the callback is still in queue, the system continues to route the callback to an available agent.

The agent must manually reschedule the callback for another time. If a caller ID and a caller name are specified on a callback, the values are transferred if the callback is rescheduled. For more information, see Schedule callbacks during a voice interaction and Schedule a callback in a script.