Good catch! You can isolate pending scheduled callbacks by adding a segment filter on segmentType with a value of "scheduled" in your query. The Genesys conversation data model defines that state as a callback that has been scheduled but not yet started, which is what distinguishes it from completed preview interactions.
Original Message:
Sent: 05-25-2026 02:06
From: Nivedraj P
Subject: Prevent Previous Month Callbacks from Carrying Forward
Thank you for your response. This was really helpful.
I have one follow-up question regarding the Analytics Conversations Details API.
If the campaign type is Preview and the media type is filtered as callback, the response also includes Preview campaign calls. How can we identify only the pending callback calls?
Is there any recommended filter or attribute to distinguish active/pending scheduled callbacks from completed Preview campaign interactions?
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Nivedraj P
x
Original Message:
Sent: 05-25-2026 01:40
From: Chris Rodriguez
Subject: Prevent Previous Month Callbacks from Carrying Forward
Hey Nivedraj,
Your separate campaigns per month approach is already the right call; that part is solid.
For the agent-owned callback piece, there is no native calendar-aware expiration in Genesys Cloud, but the ownership duration setting on the queue config gets you close. Set it short and make sure "Assign to Queue on ownership expiration" is disabled. When the window expires, and the agent still hasn't logged in, the platform removes and disconnects the callback automatically instead of holding it indefinitely.
For a more automated solution, the API is the direction. You can query outstanding callbacks against your campaign using POST /api/v2/analytics/conversations/details/query filtered by media type callback, grab the conversation IDs, then pass them into POST /api/v2/conversations/callbacks/bulk/disconnect. You could wire this into an Architect Workflow with a Scheduled Trigger, though worth noting the trigger only supports fixed intervals up to every 24 hours, so the workflow would need date logic to check whether it's actually the last day of the month before doing anything. I would recommend testing this in a lower environment first before running it in production.
On not being able to view expired callbacks after the fact, that is a real platform limitation. Export from the Scheduled Callbacks view before you run any cleanup if you need an audit trail.
Since there is no native calendar-aware expiration for agent-owned callbacks, this is worth submitting as an idea on the Genesys Ideas Portal so the product team can see the demand: https://genesyscloud.ideas.aha.io/
Hope this helps!
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Chris Rodriguez
Contact Center System Administrator
Original Message:
Sent: 05-25-2026 00:53
From: Nivedraj P
Subject: Prevent Previous Month Callbacks from Carrying Forward
We have a requirement in Genesys Cloud where contact data uploaded into a campaign contact list must be dialed only within the same calendar month in which it was uploaded.
Example:
* Contact records uploaded in May 2025 must be attempted only until 31 May 2025.
* Any unattempted or uncalled contacts from May should not be carried forward or dialed in June 2026.
* From 1 June 2026 onwards, only contacts uploaded as part of June 2026 contact lists should be eligible for dialing.
There is also a retry requirement:
* If the contact is busy or unreachable, the system should retry the contact up to a maximum of 3 attempts.
Agents are also allowed to schedule callbacks.
Here is the challenge we are facing:
Suppose an agent schedules an Agent-Owned callback in May 2026. If the agent does not log in again during May and logs in only in June 2026, the callback from May should not be delivered to the agent. Ideally, it should be automatically removed or expired.
Our current approach is to maintain separate contact lists and campaigns for each month. This helps ensure that:
* Previous month retry attempts are automatically stopped
* Previous month campaign data is not dialed in the new month
However, we could not find a proper way to manage or track Agent-Owned scheduled callbacks from previous months.
Additionally, once the scheduled callback time has passed, we are unable to view or track those expired callbacks in Genesys Cloud.
Has anyone implemented a similar requirement?
Is there any recommended approach to automatically expire or remove Agent-Owned callbacks based on calendar month boundaries?
#Outbound
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Nivedraj P
x
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