Genesys Cloud - Main

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!

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?

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!