Genesys Cloud - Main

Hello Everyone!!!

Is it possible to identify the time when the callback waiting in the queue would be dialed out by the system? We have implemented customer first callback for one of our client and there is a need to identify the active callbacks waiting in the queue to be dialed out, if the same customer happens to call again before the callback was dialed out to them, we want to tell them the time by which they will receive the callback that was already registered. Is it feasible at all?

#ArchitectandDesign

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Saif Khan
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Hi Saif. 

This is a very common question when using Customer First Callback, but unfortunately today Genesys Cloud does not provide a native or supported way to identify the exact time when a queued callback will be dialed.

Customer First Callback is treated as a virtual interaction in the queue and its dial-out timing is dynamically calculated by the routing engine based on:

• Queue position

• Agent availability

• Routing method

• Priority, skills, and other real-time factors

Because of this, there is no API, Architect variable, or reporting metric that exposes a reliable "expected callback time" for callbacks waiting in the queue.

So in short: exact callback dial time is not feasible today, only estimated values based on queue metrics.

Perhaps someone has already done something

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Kaio Oliveira
Sr Systems Analyst
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM
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