Workforce Engagement Management

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/

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Thanks for the response Phaneendra. You confirmed my thought process and I appreciate that however, you now have me very curious about the Process Automation Trigger you mentioned. Would you mind explaining to me how that works and the steps you took to get there?  I love that idea!

------------------------------
Melissa Palmer
------------------------------


Original Message:
Sent: 08-25-2026 18:01
From: Phaneendra Avatapalli
Subject: Outbound Call

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/

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hi Melissa,

Absolutely! 😊 Rather than trying to explain all the configuration again here, I actually documented the full approach in a separate Community post, including the trigger, Workflow logic, APIs and some of the additional safeguards we added.

Here is the full discussion:

https://community.genesys.com/discussion/automatically-returning-agents-on-queue-after-outbound-calls-using-workflows

The basic flow is:

Outbound Queue ACW event → Wait 30 seconds → Check routing status is OFF_QUEUE → Check Presence ID is still Outbound → Return agent On Queue

The additional presence check is important because we don't want the automation to override an agent who has intentionally moved to something like Break, Meal or Training. 

Hopefully the post gives you everything you need, but happy to explain any part of the setup if you have questions.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------


Original Message:
Sent: 08-26-2026 07:52
From: Melissa Palmer
Subject: Outbound Call

Thanks for the response Phaneendra. You confirmed my thought process and I appreciate that however, you now have me very curious about the Process Automation Trigger you mentioned. Would you mind explaining to me how that works and the steps you took to get there?  I love that idea!

------------------------------
Melissa Palmer
------------------------------



Original Message:
Sent: 08-25-2026 18:01
From: Phaneendra Avatapalli
Subject: Outbound Call

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/

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Great info.

Any advice on how to handle adherence for agents with this process? Being Off-Queue when scheduled On-Queue is problematic.

Hi Melissa,

Absolutely! 😊 Rather than trying to explain all the configuration again here, I actually documented the full approach in a separate Community post, including the trigger, Workflow logic, APIs and some of the additional safeguards we added.

Here is the full discussion:

https://community.genesys.com/discussion/automatically-returning-agents-on-queue-after-outbound-calls-using-workflows

The basic flow is:

Outbound Queue ACW event → Wait 30 seconds → Check routing status is OFF_QUEUE → Check Presence ID is still Outbound → Return agent On Queue

The additional presence check is important because we don't want the automation to override an agent who has intentionally moved to something like Break, Meal or Training. 

Hopefully the post gives you everything you need, but happy to explain any part of the setup if you have questions.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------



Original Message:
Sent: 08-26-2026 07:52
From: Melissa Palmer
Subject: Outbound Call

Thanks for the response Phaneendra. You confirmed my thought process and I appreciate that however, you now have me very curious about the Process Automation Trigger you mentioned. Would you mind explaining to me how that works and the steps you took to get there?  I love that idea!

------------------------------
Melissa Palmer
------------------------------




Original Message:
Sent: 08-25-2026 18:01
From: Phaneendra Avatapalli
Subject: Outbound Call

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/

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Great info.

Any advice on how to handle adherence for agents with this process? Being Off-Queue when scheduled On-Queue is problematic.

Hi Melissa,

Absolutely! 😊 Rather than trying to explain all the configuration again here, I actually documented the full approach in a separate Community post, including the trigger, Workflow logic, APIs and some of the additional safeguards we added.

Here is the full discussion:

https://community.genesys.com/discussion/automatically-returning-agents-on-queue-after-outbound-calls-using-workflows

The basic flow is:

Outbound Queue ACW event → Wait 30 seconds → Check routing status is OFF_QUEUE → Check Presence ID is still Outbound → Return agent On Queue

The additional presence check is important because we don't want the automation to override an agent who has intentionally moved to something like Break, Meal or Training. 

Hopefully the post gives you everything you need, but happy to explain any part of the setup if you have questions.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------



Original Message:
Sent: 08-26-2026 07:52
From: Melissa Palmer
Subject: Outbound Call

Thanks for the response Phaneendra. You confirmed my thought process and I appreciate that however, you now have me very curious about the Process Automation Trigger you mentioned. Would you mind explaining to me how that works and the steps you took to get there?  I love that idea!

------------------------------
Melissa Palmer
------------------------------




Original Message:
Sent: 08-25-2026 18:01
From: Phaneendra Avatapalli
Subject: Outbound Call

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/

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

Hi Melissa,

Absolutely! 😊 Rather than trying to explain all the configuration again here, I actually documented the full approach in a separate Community post, including the trigger, Workflow logic, APIs and some of the additional safeguards we added.

Here is the full discussion:

https://community.genesys.com/discussion/automatically-returning-agents-on-queue-after-outbound-calls-using-workflows

The basic flow is:

Outbound Queue ACW event → Wait 30 seconds → Check routing status is OFF_QUEUE → Check Presence ID is still Outbound → Return agent On Queue

The additional presence check is important because we don't want the automation to override an agent who has intentionally moved to something like Break, Meal or Training. 

Hopefully the post gives you everything you need, but happy to explain any part of the setup if you have questions.

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------


Original Message:
Sent: 08-26-2026 07:52
From: Melissa Palmer
Subject: Outbound Call

Thanks for the response Phaneendra. You confirmed my thought process and I appreciate that however, you now have me very curious about the Process Automation Trigger you mentioned. Would you mind explaining to me how that works and the steps you took to get there?  I love that idea!

------------------------------
Melissa Palmer
------------------------------



Original Message:
Sent: 08-25-2026 18:01
From: Phaneendra Avatapalli
Subject: Outbound Call

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/

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------