Genesys Cloud - Main

I have been testing out the create callback feature in architect. It was originally described to me that if the customer elects to receive a callback, that they would not "lose their place in line", but after some testing, that is not true. When a customer is waiting in queue and elects to receive a callback, they drop to the bottom of the queue and the "waiting" timer starts over. Is there a setting I am missing that will allow the customer keep their place in line? 

This all depends on how you are creating the callback.  If it is in queue already and you use the tool in Architect to create the callback, the caller will not lose their place in line.  If you create it with a data action and you don't take into account the wait time to set the priority, then they will loose their place in line.  This also applies to ACD Voicemail using the Transfer to Voicemail tool.   The only way to lose your place is queue is if you get transferred out of the queue to process the callback or to use a data action that is not setting the priority or callback time correctly.  

I have been testing out the create callback feature in architect. It was originally described to me that if the customer elects to receive a callback, that they would not "lose their place in line", but after some testing, that is not true. When a customer is waiting in queue and elects to receive a callback, they drop to the bottom of the queue and the "waiting" timer starts over. Is there a setting I am missing that will allow the customer keep their place in line? 

The call is already in queue. So the timer in queue activity doesn't necessarily matter in this instance? I ran a test, waited in queue until my call moved up in the list, then I elected to receive a callback.  My call dropped back down in the list and the time started over. 

This all depends on how you are creating the callback.  If it is in queue already and you use the tool in Architect to create the callback, the caller will not lose their place in line.  If you create it with a data action and you don't take into account the wait time to set the priority, then they will loose their place in line.  This also applies to ACD Voicemail using the Transfer to Voicemail tool.   The only way to lose your place is queue is if you get transferred out of the queue to process the callback or to use a data action that is not setting the priority or callback time correctly.  

I have been testing out the create callback feature in architect. It was originally described to me that if the customer elects to receive a callback, that they would not "lose their place in line", but after some testing, that is not true. When a customer is waiting in queue and elects to receive a callback, they drop to the bottom of the queue and the "waiting" timer starts over. Is there a setting I am missing that will allow the customer keep their place in line? 

Hi Nick, 

What list are you looking at?

The Queue Activity screen, pretty sure just sorts on time in Queue for that media, not on the virtual wait time (priority). Though would love confirmation my understanding there is correct.

Assuming no other priorities sets, I would expect the test call you placed that turn to a callback to be delivered to an agent before a call which has a lower virtual wait time.

I don't think we can see that virtual wait time anywhere which takes into account priority and switch to callback etc, would be really handy if we could though.

The call is already in queue. So the timer in queue activity doesn't necessarily matter in this instance? I ran a test, waited in queue until my call moved up in the list, then I elected to receive a callback.  My call dropped back down in the list and the time started over. 

This all depends on how you are creating the callback.  If it is in queue already and you use the tool in Architect to create the callback, the caller will not lose their place in line.  If you create it with a data action and you don't take into account the wait time to set the priority, then they will loose their place in line.  This also applies to ACD Voicemail using the Transfer to Voicemail tool.   The only way to lose your place is queue is if you get transferred out of the queue to process the callback or to use a data action that is not setting the priority or callback time correctly.  

I have been testing out the create callback feature in architect. It was originally described to me that if the customer elects to receive a callback, that they would not "lose their place in line", but after some testing, that is not true. When a customer is waiting in queue and elects to receive a callback, they drop to the bottom of the queue and the "waiting" timer starts over. Is there a setting I am missing that will allow the customer keep their place in line?