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I'm working with a queue in Genesys Cloud that uses Conversation Score routing (i.e. priority + wait time) and have a question about how immediate (Customer-First) callbacks vs scheduled callbacks are handled in terms of priority and aging.

Here's my setup:

• Inbound calls, immediate callbacks, and scheduled callbacks all have the same priority = 10

• The "Conversation Score" routing model is used

• I have seen that immediate callbacks appear under "Queue Activity," while scheduled callbacks show in the scheduled callback tab until their scheduled time

• I know that as interactions wait, their effective ordering should favor older interactions (because of time in queue)

• I want to confirm how this works with callbacks:

My questions:

1. When agents become available, how will Genesys decide between an inbound call vs an immediate callback, given both are priority 10? Will the one waiting longer always win (because of conversation score)?

2. For scheduled callbacks: once the scheduled time arrives, will they enter the same routing queue and compete (with the same priority) with inbound and immediate callbacks?

3. Does Genesys Cloud (Customer-First callbacks) automatically increment callback priority over time (e.g. +1 every minute) to avoid starvation, or is "aging" handled only via the conversation score (i.e. wait time)?

4. If multiple callbacks (immediate or scheduled) share the same scheduled time or arrival time and priority, how are they ordered?

Any clarification or confirmation from folks with similar setups would be much appreciated. Thanks!