This might help your situation:
https://help.mypurecloud.com/articles/add-rule/
Customer first callbacks do not dispatch on time. How can I fix the issue?
To control the pace of dispatching callbacks, use the Pacing Modifier setting.
When you use this modifier, Genesys Cloud calculates a coefficient that is multiplied by the number of agents that are logged in to the queue to determine the number of callbacks initiated at one time. If you notice that your callbacks are not dispatching, you can either increase the pacing modifier under Admin > Queues > Callback, or you can increase the number of agents in the queue.
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Robert Gacula, Manager, Workforce Management Team
American Specialty Health
RobertG@ASHN.com CA, San Diego.
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Original Message:
Sent: 02-24-2025 12:07
From: Gina Foran
Subject: Callback based on line in queue
Is there a way to allow a callback based on the callers line in queue? We are having multiple calls where the agent gets alerted and is about to answer the call but the caller is selecting a callback and disconnects before the agent can hit accept. This is resulting in a delay (although a short delay) on calls getting answered and is causing the agent to get multiple alert- no answers when they only have a few seconds to answer the call. We would like to change callbacks so that it does not offer callback when the caller is 2nd in line to be answered. Is this possible?
Thank you!
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony
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Gina Foran
Access Technology Consultant
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