Genesys Cloud - Main

When I review our callbacks for the prior day, I see 12% of callback that were placed for a callback but were never routed to a representative for a callback.  Any thoughts on why this would happen.  Members are saying they are leaving a callback but not receiving them.  Thanks!

#Metrics

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Rob Luckett
Workforce Analyst Manager Member Service Center
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Hi Rob,

No reason that I can think of off the top of my head.  Probably best to look at an example interactionID and see if it indeed followed a path for a callback, which queue did it assign the callback etc. 
If everything appears to be configured correctly, you would probably need to raise a case with Genesys Customer Care to investigate the example.

I am goin to move this to the Main Genesys Cloud Community as this isnt really related to Reporting & Analytics, so might get more eyes in the main community for ideas on what could be happening. 

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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