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Callbacks Offered Before Calls in Queue Offered

  • 1.  Callbacks Offered Before Calls in Queue Offered

    GCAP Member
    Posted 06-02-2021 12:34

    In our Dev system, we were attempting to test callbacks.  We have one agent taking calls, with our EWT=60 seconds and 2 calls in queue.  The agent had a call up, and the 4th caller was offered a callback. After several minutes the agent completed their interaction, went available and immediately received the callback instead of the call in queue. More callers called in were offered callbacks and the same scenario took place with the callback being offered before calls in queue.  A second agent logged in with the first agent on a call, 2 calls in queue and one caller accepting a callback.  As soon as the second agent became available, the second agent was offered the callback.

    Any suggestions are welcome!


    Tina Yocum
    NorthWestern Corporation

  • 2.  RE: Callbacks Offered Before Calls in Queue Offered

    GCAP Member
    Posted 06-02-2021 12:39
    Have you turned up the ACD server log to look at the interaction scores for these interactions?  That will generally give you the best information as to why a specific interaction was assigned to a specific agent (skills, priority, time in queue, etc).

    Do you have any customizations built that assign custom priorities to calls in certain circumstances?  Since you're in the "more interactions than agents" situation, either the wait time is carrying over to the new interaction (callback) or you're assigning a higher priority to it.  The ACD server log should show you which is the case based on the scoring calculation.

    State of Utah

  • 3.  RE: Callbacks Offered Before Calls in Queue Offered

    Posted 06-03-2021 10:33
    To add to what @AARON LAEL said...

    How are you creating the callbacks? Are they being created directly from the IVR as an alternative to being placed in queue as a call, or are you offering callers an option while they wait (In-Queue operations) for a callback.

    In the latter case, by design, the callback object replaces the call object, so it benefits from the accrued waiting time. This is important because folks who have already waited in the queue for some time want the callback to "keep their place" in line. (So the callback could well get serviced before a call that arrived later.)

    Even if you are putting the callback into the queue from the main IVR, assuming everything has default priorities etc. it will still score higher than a call that arrives after it.

    I agree with Aaron that turning up the logging will help you see what is going on.


    Paul Simpson
    Senior Technical Instructor

  • 4.  RE: Callbacks Offered Before Calls in Queue Offered

    GCAP Member
    Posted 06-03-2021 10:43

    I appreciate all of the feedback.  I do believe it is a scoring issue and will turn up the logs to verify this.


    Tina M. Yocum

    O- 406.497.3597

    C- 406.533.3299


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