Genesys Cloud - Main

We have call back functionality for our inbound callers. They leave their number and the next available agent receives the call back. However, we are finding that callbacks bank up and 10 or more will drop into an agent all at once. These callers report that they left the call back request hours previously. Has anyone had this experience and how did you fix it. I have a ticket in with Genesys but am not getting a reasonable response.

I would first take a look at your utilization rules. How are they setup? Custom or default?

A callback that you describe should hold the individual's position in queue - as if they were holding on the phone the entire time.

Hi Lucie,

My utilization is set up as Voice = max capacity 1 can be interrupted by chat. Chat = max capacity 2 can be interrupted by call back and voice. Call back = maximum capacity 1 can be interrupted by chat.