Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Agent-Scheduled callback date/time limit

    Posted 02-20-2025 18:36
    No replies, thread closed.

    If the Queue config has "Agents can scheduled a callback in advance for 1 Day", then why in the world is the agent able to scheduled a callback for an interaction (either campaign call or inbound call) on that queue for next week?   I find this frustrating as we cannot stop the agent from doing something bad.   For a campaign call, the contact record will not exist next week so the callback will fail when it comes due.   Anyway, i would like to understand why we have a queue setting that does not seem to constrain how far in advance the callback can be scheduled for.


    #DigitalChannels
    #Outbound

    ------------------------------
    Roger Little
    Lead Solutions Architect
    ------------------------------


  • 2.  RE: Agent-Scheduled callback date/time limit

    Posted 02-21-2025 08:10
    No replies, thread closed.

    Hello Roger, 

    I do see how this could be frustrating and harmful for the customer experience here is an idea that would help improve this experience.

    As for the callback duration you can set it to 1hour min or 30 day max at the queue level. If this is not working as expect there might be something wrong with how you have this configured and might be worth opening a ticket to customer care Architect and Routing team. 

    I also found this documentation that might be helpful with callbacks in campaigns. 

    I hope this helps. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Agent-Scheduled callback date/time limit

    Posted 02-21-2025 09:35
    No replies, thread closed.

    I do appreciate your response and timeliness of it.   But its not about agent-owned callbacks.  The idea referenced does not seem to apply to my complaint.   I'll create a new Idea if there's not one already out there.   There are 2 Q settings for callback 1)Agent-Owned and 2)Queue-owned;    Q-owned always has the longest duration so that is your max duration for a callback.   Now, all you have to do is improve the "scheduler" to reject the agent's requested callback when it is greater than the max-allowed for the Q.   Very simple.  The Q admin set boundaries...when the agent violates the boundary they need to be informed and limited to that boundary.    



    ------------------------------
    Roger Little
    Lead Solutions Architect
    ------------------------------

    Original Message


  • 4.  RE: Agent-Scheduled callback date/time limit
    Best Answer

    Posted 02-21-2025 13:08
    No replies, thread closed.

    Do you have "Allow Agents to Take Ownership" turned on for the Callbacks settings on the queue? I am not positive, but I think the schedule in advance setting applies to agent-owned callbacks...



    ------------------------------
    George Ganahl GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------



Related Content