Genesys Cloud - Main

Hi all,

We'd like to offer a callback to our customers that waited in queue more than 30 seconds.

Scenario goes like this:

• Customer waits in queue more than 30 seconds
• We offer them a callback
• If they dial 2, we create a callback, give an informative message and disconnect the call
• If they don't, they continue to wait in the queue

I created an in-queue call flow and used Collect Input to capture the customer's selection. It works fine when there is no available agent in the queue.

However, if an agent switches to On Queue while the customer is in the in-queue flow, the Collect Input action gets interrupted and the customer is immediately routed to the agent.

This might be acceptable if the customer is still in the middle of the Collect Input block, but it becomes a problem when the customer has already entered their choice (e.g., pressed 2) and is listening to an informative message such as "You will be called as soon as possible, thanks for your patience". At this point, if an agent goes On Queue, the flow is cut off and the customer is directly transferred.

Is there a way to prevetn this kind of behaviour or is this the expected one? I'd appreciate any help.

Regards,

İbrahim

#ArchitectureandDesign
#Implementation
#Routing(ACD/IVR)

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Ibrahim Sincap
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Hi Ibrahim -
This is an interesting edge case, do you have scenarios where this is actually causing a problem or is this theoretical? Either way, you could always create a skill that you don't give to any agents and assign that skill (Set Skills) after they make their selection and before you start playing audio. 

That should work, as you're basically just trying to make the call unanswerable. It may affect your reporting though. You could also do a flow out to another queue where you play the messaging and disconnect in that in-queue flow. Different reporting changes which you'll probably have on any change that tries to subvert normal ACD processing. 

Let me know if works for you or you want other suggestions.

.Jason

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Jason Totten
Senior Contact Center Engineer
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Hi Jason,

Thanks for the suggestion. It's resolved by setting a dummy skill which has no member. We informed our client about possible reporting issues.

Best regards,

İbrahim 

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Ibrahim Sincap
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Original Message:
Sent: 08-27-2025 19:39
From: Jason Totten
Subject: In-queue call flow's collect input block interrupted by agent availability

Hi Ibrahim -
This is an interesting edge case, do you have scenarios where this is actually causing a problem or is this theoretical? Either way, you could always create a skill that you don't give to any agents and assign that skill (Set Skills) after they make their selection and before you start playing audio. 

That should work, as you're basically just trying to make the call unanswerable. It may affect your reporting though. You could also do a flow out to another queue where you play the messaging and disconnect in that in-queue flow. Different reporting changes which you'll probably have on any change that tries to subvert normal ACD processing. 

Let me know if works for you or you want other suggestions.

.Jason

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Jason Totten
Senior Contact Center Engineer
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How about doing pre queue treatment, check before the call gets in queue and offer callback and then route the call back to queue? 

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Stephen Wade
Contact Center Support Engineer III ITS
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It is a race condition...the system is doing what it is designed to do, so unless you take the call out of that queue or do something like Jason suggests to make it unroutable, you always have the chance someone will go IDLE and the call will route. 

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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