Genesys Cloud - Main

Hello,

I have a question about the Preserve routing data from calls for callbacks and voicemails feature. We use Bullseye routing and remove a skill after a certain waiting period. If an agent has accepted a call for which this skill has been removed and then schedules a callback, what happens to the removed skill? Is this removed skill added back to the callback? This question is not addressed in the video on this page: Genesys Cloud - Main - Genesys

Thank you in advance for your help.

Viele Grüße,

Thomas Repking

#Outbound
#Telephony

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Thomas Repking
CS
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Hello Thomas, 

When the "Preserve routing data from calls for callbacks and voicemails" feature is enabled, all routing information, including skills, language, and priority from the original call. They will be preserved for callbacks. This applies to various types of callbacks including in-queue callbacks, scheduled callbacks, and skilled campaign callbacks. 

In your specific scenario if a skill was removed during the bullseye routing process of the original call (before the agent accepted it), and then the agent schedules a callback, the callback will preserve the routing data as it was when the agent accepted the call. This means the removed skill will remain removed for the callback. 

This is because bullseye routing's skill removal is part of the routing decision that was made for the successful connection, and that final routing state is what gets preserved. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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Hello Cameron,

Thank you for clarifying my question. Unfortunately, this limits the functionality for us because the callback should first go back to the agents who have the skill in their profile that was removed by the bullseye routing, and not to the extended ring created by removing the skill. Is there any way I can achieve this goal with this feature?

Viele Grüße,

Thomas Repking

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Thomas Repking
CS
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Original Message:
Sent: 01-20-2026 07:15
From: Cameron Tomlin
Subject: Preserve routing data from calls for callbacks and voicemails feature

Hello Thomas, 

When the "Preserve routing data from calls for callbacks and voicemails" feature is enabled, all routing information, including skills, language, and priority from the original call. They will be preserved for callbacks. This applies to various types of callbacks including in-queue callbacks, scheduled callbacks, and skilled campaign callbacks. 

In your specific scenario if a skill was removed during the bullseye routing process of the original call (before the agent accepted it), and then the agent schedules a callback, the callback will preserve the routing data as it was when the agent accepted the call. This means the removed skill will remain removed for the callback. 

This is because bullseye routing's skill removal is part of the routing decision that was made for the successful connection, and that final routing state is what gets preserved. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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