Genesys Cloud - Main

Hi Team,

My client asking if there is a way to make the callback whenever there is no calls waiting on the queue.
is there a way to do that.

Thank you

#Implementation
#Outbound
#Roadmap/New Features
#System/PlatformAdministration
#Telephony
#Community Announcements

------------------------------
Mahmoud Alshobaki
Senior Consultant
------------------------------

Hi Mahmoud, 

Just to clarify are you looking to:

• Offer callbacks only when the queue becomes empty?
• Or process existing callbacks once there are no active waiting calls?

I don't think there is a native setting in Genesys Cloud to automatically trigger callbacks based on "queue empty" status.

However, depending on the requirement, you could consider:

• Using callback prioritisation so live inbound calls are always delivered first, and callbacks are only offered once queue demand drops
• Routing callbacks to a separate queue with different priority and staffing logic

It would be good to hear from the wider community as well if anyone has implemented something similar or found a creative workaround.

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------