Set channel behavior and thresholds

AI-generated summary

where external SIP trunk calling names override queue-level settings, E.164 number format validation based on organization language defaults, and alerting timeout ranges between 7-59 seconds that trigger "Not Responding" agent status when exceeded. Voice channel features include service level targets, caller ID customization, auto-answer functionality that bypasses alerting timeouts while providing audio alerts, optional whisper audio prompts before agent-caller connection, and Architect in-queue flows. Voice transcription and audio monitoring require administrator-level enablement and AudioHook integration. Whisper prompts can be applied to all agents or specific Architect user prompts, with customizable audio files and duration display for each language or text-to-speech option. Voice recording during queue wait can be independently enabled or disabled, with recording suppression resumable upon agent interaction. Custom hold music can be configured at the queue level to override organization-level settings. For digital channels including chat and messaging, service level percentages and targets are configurable using sliders and input fields. Auto-answer functionality automatically connects interactions to agents without alerting timeouts, though agents receive audio alerts upon connection. Audio duration alerts can be enabled for auto-answered, unparked, or manually-answered interactions. Outbound SMS channels require association with Message Routing flows for inbound response routing. Dynamic utilization supports weight reduction rules with configurable inactivity intervals and percentage-based reductions. For message channels, in-queue flows can be defined using Architect, and outbound messaging requires channel-specific configurations: SMS channels need assigned outbound SMS numbers, WhatsApp channels require WhatsApp integration selection, and Open Messaging channels need Open Messaging integration assignment. Inactivity handling for messaging conversations supports timeouts between one and 30 minutes with options to disconnect with sign-off messages or route to alternative Architect flows. Email channel configuration allows administrators to specify outbound email addresses and domains, assign multiple addresses to queues, and designate default email addresses for agent use. Optional features include in-queue email flows via Architect and published scripts for email interactions. The system routes replies through the original incoming email route by default, with interaction transcripts providing visibility into which email address agents used. Callback configuration supports two types: Agent First (default), where the system connects the agent before dialing the customer, and Customer First, where the system places the callback to the customer first and routes to an agent only after customer answer, improving agent utilization. Configurable service level percentages and targets apply to callbacks, with agent ownership limited to Agent First scenarios and requiring at least one Preferred Agent Routing rule. Agents can schedule callbacks up to 30 days in advance for non-owned callbacks, with customizable advance scheduling windows for owned callbacks. Ownership periods range from one hour to 30 days, after which unclaimed callbacks are removed from the queue. For Agent First callbacks, administrators can enable auto-answer and automatic callback initiation/termination, configure alerting timeout durations and audio settings, and allow agents to take ownership with automatic reassignment upon expiration. Communication Level After Call Work enforcement is required for automatic callback start and end functionality. For Customer First callbacks, agent reservation before dialing ensures optimal availability, with routing options including transfer to queue using existing Architect in-queue flows or transfer to custom Architect inbound flows. Answering machine handling supports prerecorded message delivery and retry functionality through designated Architect flows. Callback configuration also involves managing pacing modifiers that determine callback volume by calculating ratios with online agents (ranging from 1 callback per 50 agents at value 1 to 1 callback per agent at value 10), setting maximum retry attempts (0-20) with configurable time intervals between retries (up to 24 hours), and directing routing to specific telephony sites based on customer callback origin. All configurations require explicit saving to take effect.

Voice channel

Voice channel considerationsClick to expand

Before you set voice channel behavior and thresholds, review these considerations:

When you create an external SIP trunk and specify a calling name, that calling name takes precedence over the calling party name you set here. If you configure a calling party name on a trunk, the calling party name you configure for a queue never appears. For more information, see Create a trunk under BYOC Premises.
When you enter the calling party number, Genesys Cloud validates the number you enter here to ensure that it follows the E.164 number format. The country defaults to the organization's selected language.
The maximum alerting time is 59 seconds and the minimum is 7 seconds. When an alert times out, the agent's status changes to Not Responding and the system returns the call to the queue. If you enable auto answer for incoming interactions, the alerting timeout is not applicable and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected.
If you do not select an in-queue flow, the system uses the organization's default in-queue flow. However, within Architect you can configure an in-queue flow as a parameter of the Transfer to ACD action. This process supersedes the organization's default and queue-configured flow. In this case, the Transfer to ACD action's in-queue flow takes precedence over the flow you select here.
Best practice recommends that you limit whisper audio prompts to the shortest duration possible. Two-way communication between the dialed party and the agent does not commence until the whisper audio finishes playing.
To use voice transcription for the queue, an administrator must enable voice transcription for the organization. For more information, see the Enable voice transcription section in Speech and text analytics.
To use audio monitoring for the queue, an administrator must enable the AudioHook integration for the organization. For more information, see Install AudioHook Monitor from Genesys AppFoundry.

Configure voice channels

Enter the percentages and targets for the voice channel.
(Optional) Use alphabetical, numeric, or alphanumeric combinations to set up the caller ID display for outbound calls placed on behalf of this queue:
1. Under Calling Party Name, type the name you want to display for the call recipient.
2. Under Calling Party Number, type the alphanumeric combination you want to display for the call recipient.
3. Check the Use Direct Routing DID Address to use the number when a direct routing agent dials a customer.
4. Enable Auto answer to automatically connect the interactions of this voice interaction to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
Under Alerting Timeout, enter the number of seconds for an alert to display before timing out.
(Optional) Under In-Queue Flow, select a previously defined Architect in-queue flow to set as the standard behavior for the queue.
(Optional) Under Default Script, select a published script to display when no default script appears in the application, for example, Architect or Campaigns.
(Optional) Under Whisper Audio, set up options that let an agent know before connecting to the caller as to which queue the caller entered:
1. To play whisper audio only for agents who have auto-answer enabled by the administrator, select Only play whisper audio if agent is configured for auto-answer. If no whisper prompt is configured on the queue or in the Architect flow and auto-answer is enabled, an audio tone plays. For more information about how to enable auto-answer for agents, see the Phone tab in Edit user configuration data.
2. To play whisper audio for all agents, select Play whisper audio for all agents.
3. Under Whisper Prompt, use search to locate the Architect user prompt you want to use for whisper audio. The system displays the length of the prompt, in seconds, for each configured language or any configured text-to-speech.
  Note: You can edit the default whisper audio or upload a different audio of your choice. For more information, see Modify the default whisper prompt.
4. To open the selected prompt, click Edit/View Prompt. Architect opens the User Prompts page, where you can view and edit the prompt; for example, re-record the audio prompt or add text-to-speech.
5. If you chose to edit the prompt, click Refresh Prompt to review updated information about it.
To allow voice recording while the caller is waiting in the queue, enable Continue voice recording during queue wait. When you disable this option, recording is suppressed during the wait time; recording resumes when the interaction with an agent begins. In addition to this configuration, to allow voice recording at the queue level, you must enable voice recording on the trunk.
(Optional) Enable Voice Transcription.
Note: When the Continue voice recording during queue wait option is disabled and the Voice Transcription option is enabled, voice transcription is enabled only during the conversation between the agent and the caller.
(Optional) Enable Audio Monitoring. Use this feature to send queue audio to configured AudioHook Monitor integrations.
Note: When the Continue voice recording during queue wait option is disabled and the Audio Monitoring option is enabled, audio monitoring is enabled only during the conversation between the agent and the caller.
To set custom hold music when the agent puts the call on hold, under Hold Audio, use search to locate the Architect user prompt you want to use for hold audio. This overrides the music that is set at organization level.
Note: When an agent transfers the call to a different queue, Genesys Cloud activates the music set on the destination queue.
Click Save.

Chat and message channels

Chat and message channel considerationsClick to expand

Configure chat and message channels

Under Service Level, use the slider to select the percentages for this channel.
Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
Enable Auto answer to automatically connect the interactions of this digital channel to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
To play an audio alert for an auto-answered interaction for an unparked interaction, or for a timeout in case of a manual answer, enable Audio Duration.
Under Alerting Timeout (Seconds) for Manual Answer, enter the number of seconds for an alert to display before timing out. This field is hidden if you enabled the auto-answer option.
Under Dynamic utilization, select Dynamic utilization.
Configure one or more weight reduction rules by specifying:
- The inactivity interval.
- The percentage by which the interaction weight is reduced after that interval.
  Note: Each rule replaces the previous weight, always as a percentage of the original base weight so it might be useful to mention this to avoid any confusion.
Under the Duration of the sound being played box, enter the duration for which the sound is to be played during the alert.
Under Default Script, optionally select a published script to load.
(Optional) Message channels only: In the In-Queue Message Flow area, select a previously defined Architect in-queue message flow to set as the standard behavior for the queue.
To allow agents to send an outbound message on behalf of the queue, configure the following required channel:
1. Outbound message channels: Under Outbound SMS Number, search and select the appropriate SMS number to assign to the message channel.
2. Outbound WhatsApp message: Under Outbound WhatsApp Integration, select the WhatsApp integration to assign to the message channel.
3. Outbound message channels: Under Outbound Open Messaging Integration, select the Open Messaging integration to assign to the message channel.
To better represent an agent's actual utilization, configure the next steps when a messaging conversation becomes inactive. A conversation is considered inactive when either the agent or the user stops responding during the conversation for the period configured. To disconnect or to route an inactive conversation to a different flow, under Inactivity handling, select the messaging channels to which this configuration must apply. Configure the following settings:
1. Time - Set a period between one minute and 30 minutes. The conversation is not disconnected exactly at the expiry of the time that you set. Genesys Cloud disconnects or routes the conversation to another flow a few seconds earlier or later than the time set.
2. Select Action - Choose one of the following actions:
  - Disconnect - The conversation ends with a sign-off message and the agent is directly taken to the after-call work page to wrap up the conversation. The agent is then available to take the next waiting conversation.
  - Route to Architect Flow - Set the messaging flow to which the conversation must be routed after the conversation becomes inactive. When the conversation becomes inactive, the conversation is disconnected.
Click Save.

Email channels

Email channel considerationClick to expand

Configure email channels

Under Service Level, use the slider to select the percentages for this channel.
Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
Enable Auto answer to automatically connect the interactions of this digital channel to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
To play an audio to alert of an auto-answered interaction and of a timeout for manual answer , enable Audio Duration.
Under Alerting Timeout (Seconds) for Manual Answer, enter the number of seconds for an alert to display before timing out. This field is hidden if you enabled the auto-answer option.
Under the Duration of the sound being played box, enter the duration for which the sound is to be played during the alert.
Under Outbound Email Address, specify which email address to use for emails sent from this queue:
1. Under Outbound Email Address, select the appropriate email address the recipient sees when receiving the outbound email.
2. Under Email Domain, select the appropriate domain from which to send the email address.
(Optional) Under In-Queue Email Flow, select a previously defined Architect in-queue email flow to set as the standard behavior for the queue.
(Optional) Under Default Script, select a published script to display for email interactions.
To assign multiple email addresses to the queue, click Manage Addresses, and select the required email addresses. The domains and email addresses you have configured for the org are available for selection. The addresses you select here are available for the agent to choose when sending an email. For more information about how to add domains and email addresses, see Use the organization’s email domain name.
1. To set a specific email address as the default email option, select the Default option against the email address. When the agent does not specifically choose an email address while sending an email, Genesys Cloud sends the email from this email address. For replies, the route that the email came in on, is the default.
  Note: The Interactions View displays the default From Address assigned to the queue, even if the agent selects a different one. To know the email address that the agent used, drill down into the interaction details and open the Transcript tab.
Click Save.

Callback channels

Callback channel considerationsClick to expand

Before you set callback channel behavior and thresholds, review these considerations:

By default, Genesys Cloud connects the agent first and then dials the customer. You can also configure a customer-first callback wherein the system places a callback to the customer and routes the call to the agent only if the customer answers the callback. The agent then receives the callback as an ACD incoming voice interaction.
When an alert times out, the agent’s status changes to Not Responding.
When an agent takes ownership of a callback, the callback waits for the agent to become available for time configured in Agents can own a scheduled callback for. When an agent does not own a callback, it automatically routes to the next available agent if the scheduling agent is not available at the scheduled time. For agent-owned callbacks to take effect, there must be at least one Preferred Agent Routing rule set on the queue. Agents can own a scheduled callback only in an Agent First callback scenario.
The Agents can schedule a callback in advance. The setting on how far in advance non-owned callbacks can be scheduled cannot be changed. That value remains 30 days and cannot be changed.

Configure callback channels

Under Service Level, use the slider to select the percentages for this channel.
Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
Under Callback Type, select who will receive the callback first:
- Agent First: By default, all callbacks reach the agent first. The system dials the customer after an agent answers the callback.
- Customer First: The system places all scheduled and in-queue callbacks when it reaches its Position in Queue. The system connects the call to the agent only after a customer answers the callback and the in-queue messages are played. Customer first callbacks avoid agents waiting for a customer to answer the call and ensures better agent utilization.
Under Agents can schedule a callback in advance for, use the up and down arrows to define how far in advance agents can schedule their owned callbacks. The minimum time is one hour; the maximum is 30 days.
Note: If an agent owns a callback and is not available after the ownership period expires, the callback is removed from the queue and is disconnected.
Configure the callback setting based on the Callback Type you set.

Agent First callbackClick to expand

To assign a callback to an agent automatically, enable Auto Answer. However, the callback is auto-dialed only if you enable Automatically start and end callbacks.
Under Alerting Timeout (Seconds), enter the number of seconds for an alert to display before timing out. To configure the audio duration of the sound, enable Audio Duration. Under the Duration of the sound being played box, enter the duration for which the sound is to be played during the alert.
If you enable agents to take ownership of callbacks, do the following:
1. Under Agents can own a scheduled callback for, use the up and down arrows to define how long the ownership period lasts. The minimum time is one hour; the maximum is 30 days.
2. To assign an unanswered callback, upon its expiry, back to the queue for the next available agent to handle, enable Auto-assign Agent-owned Callback to Queue on Expiration. This option is available only if you enable Allow Agents to Take Ownership.
3. To allow Genesys Cloud to begin and end callbacks automatically, follow these steps:
  1. Enable Automatically start and end callbacks. For the callbacks to start and end automatically, you must also enable the Enforce Communication Level After Call Work (ACW). For more information, see Enable communication level after call work.
    Note: Automatic callback does not apply to ACD voicemails. Agents must manually start and end the calls.
  2. Under the Callbacks will automatically dial after, set the duration within which the call begins. After the callback is assigned, if the agent does not begin the call manually, Genesys Cloud starts the callback at the expiry of set time.
  3. Under the Dispositioned callbacks will automatically end after, set the duration after which the call ends. After the call ends, if the agent does not end the callback manually, Genesys Cloud automatically ends the callback at the expiry of the set time. Depending on the ACW option set, the callback timer begins after the ACW time ends.
(Optional) Set Allow Agents to Take Ownership to On.
Note:For agent-owned callbacks to take effect, there must be at least one Preferred Agent Routing rule configured on the queue.
If you enable agents to take ownership of callbacks, do the following:
1. GCP-1250 - Under the Agents can schedule callback with ownership in advance for, define how long the callback with ownership lasts. The minimum time is one hour; the maximum is 30 days. This setting is independent and overrides the time set in Agents can own a scheduled callback for.
2. Under Agents can own a scheduled callback for, use the up and down arrows to define how long the ownership period lasts. The minimum time is one hour; the maximum is 30 days.
3. To assign an unanswered callback, upon its expiry, back to the queue for the next available agent to handle, enable Auto-assign Agent-owned Callback to Queue on Expiration. This option is available only if you enable Allow Agents to Take Ownership.
Click Save.

Customer First callbackClick to expand

To select and hold an agent before you call the customer, enable Reserve Agent before Callback Dialling. This setting ensures that the best available agent is reserved for the customer when the callback arrives.
Under Live Voice, set one of the following options:
1. To use the Architect in-queue flow that you set on the Voice tab, select Transfer to Queue.
2. To configure the inbound flow with a customized callback message and options for the recipient, select Transfer to Flow. Then, under Select Flow, choose an Architect inbound flow to run before Genesys Cloud connects the interaction to the agent.
Under Answering Machine, set one of the following options:
- To play a prerecorded message to the customer, or to retry an unsuccessful callback, select Transfer to Flow and then under Select Flow, choose an Architect inbound flow. For more information about in-queue and inbound flows, see Create a flow.
- To end the callback interaction, select Hangup.
Under Pacing Modifier, enter a modifier value for the system to derive the number of callbacks to place at a time.
Notes:
- The number of callbacks that the system dials is a combination of the pacing modifier and the number of online agents.
- The system checks the number of agents that are online and does not consider the agent status.
- The number of callbacks at a time is directly proportional to the value of the pacing modifier. The higher the value of the pacing modifier, the higher the number of callbacks.
- If the pacing modifier is set to 10, the system places one callback per agent. If the value is set to 1, the system places one callback per 50 agents.
- The maximum value that you can set is 10.
To configure the next steps when a customer does not answer the call, under the Retry Attempt Controls section, enter the following details:
Note: You can retry a callback only when the call is unsuccessful such as the line being busy, when there is no answer, the call is disconnected, or the customer is unreachable. For more information about the states in which a retry is attempted, see Wrap-up codes assigned by outbound dialing. The retry callback configuration does not apply when the call reaches the answering machine. To retry a callback after it reaches an answering machine, configure the Transfer to Flow option described in the preceding Answering Machine section.
- Maximum Number of Retries - Enter the maximum number of times Genesys Cloud must try calling the customer. The minimum value is zero and the maximum value is 20. Set this field to zero if you do not want to retry calling the customer.
- Time Between Retries - Enter the interval between two calls. The maximum value is 24 hours.
To choose a routing site based on the origin of the customer-first callback, select a desired telephony site. Choose a dialing group and a site from the drop-down list. If you do not set a site, Genesys Cloud uses the default telephony site to route the callbacks. For more information, see About sites.
(Optional) Set Allow Agents to Take Ownership to On.
Note:For agent-owned callbacks to take effect, there must be at least one Preferred Agent Routing rule configured on the queue.
If you enable agents to take ownership of callbacks, do the following:
1. Under Agents can own a scheduled callback for, use the up and down arrows to define how long the ownership period lasts. The minimum time is one hour; the maximum is 30 days.
2. To assign an unanswered callback, upon its expiry, back to the queue for the next available agent to handle, enable Auto-assign Agent-owned Callback to Queue on Expiration. This option is available only if you enable Allow Agents to Take Ownership.
Click Save.

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