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  • 1.  Callbacks

    Posted 09-16-2019 15:41

    Has anyone had agents report that the parent interaction will disconnect during a callback? I watched and listened to the recording and it could see the parent interaction showed as disconnected while the agent was talking to the customer.  It happened almost as soon as the call was connected.  The callback was no where near the time out and 2 minutes into the call the parent interaction was removed for IC with only the child being visible.  The interaction ID shows the call disconnected right away but there is no interaction ID for the child.

    Thank you,

    Tina Castro
    NorthWestern Corporation

  • 2.  RE: Callbacks

    Posted 30 days ago
    Hi Tina,

    Thanks for posting your question here in the community! It was discussed in the first episode of the PureConnect Community Q&A Show! You can check it out here!

    Cole Callahan
    Genesys - Employees
    Online Community Coordinator

  • 3.  RE: Callbacks

    Posted 25 days ago

    Thanks so much for the link and letting me know.


    Tina Castro
    NorthWestern Corporation