Hi Melissa,
We have this scenario quite regularly.
For us, our agents use Outbound status (secondary status) which removed them off queue when they need to make a follow-up outbound call. Although agents can make outbound calls while remaining On Queue, we found there is a risk that an inbound call/chat could be offered to them before they get a chance to make the outbound call.
We also have a dedicated Outbound Queue. This is useful not only for managing the outbound interactions but also for reporting purposes, as it gives us better visibility into how many follow-up outbound calls are being made.
We also made sure agents can only use the designated Outbound Queue when making these outbound calls. This was another improvement we implemented following a useful Community discussion. It helps keep the process consistent and, importantly, keeps the outbound reporting accurate rather than having calls attributed across different queues.
One issue we found was that agents would sometimes complete the outbound interaction and ACW but forget to put themselves back On Queue, meaning they could unintentionally remain unavailable for new interactions.
To address this, we built a Process Automation Trigger + Workflow around the outbound queue. Once the outbound interaction and ACW are completed, the automation automatically returns the agent On Queue.
So our process is essentially:
Inbound interaction → Follow-up required → Agent goes Off Queue/Outbound → Makes call on behalf of Outbound Queue → Completes ACW → Automation returns agent On Queue
This has worked well for us because agents are less likely to be interrupted by another routed interaction before making the follow-up call, while the dedicated queue gives us better outbound reporting and the automation reduces the risk of agents forgetting to return On Queue.
Genesys also documents making calls On Behalf of Queue here:
https://help.genesys.cloud/articles/place-a-call-on-behalf-of-a-queue/
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Phaneendra
Technical Solutions Consultant
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