Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Queue Activity - Waiting - Callback Limitation

    Posted 04-16-2026 00:04

    Appears that there is a limitation to the data displaying for callbacks waiting in Queue Activity  - It only displays the last 14 days.
    If there are callbacks that are older than 14 days, it clears them from the display and the number of calls displayed under Waiting is incorrect.

    This is giving an unrealistic idea of what the actual workload is.

    Does anyone know of a way to easily see the true number of callbacks waiting or know if this has been raised in the past?  I've done a search and have not found anything.


    #Reporting/Analytics

    ------------------------------
    Emma Budgen
    Systems Administrator
    ------------------------------


  • 2.  RE: Queue Activity - Waiting - Callback Limitation
    Best Answer

    Posted 04-16-2026 00:30
    Hi Emma,
     
    From the documentation, this appears to be a limitation of the Queue Activity Detail view rather than just a display issue.
     
    As a starting point, this resource may help:
     
    That article notes that the view is based on real-time statistics, that active callback interactions are available for 14 days, and that the Waiting and Interacting lists also have display limits.
     
    On the API side, you could explore:
    • POST /api/v2/analytics/queues/observations/query
    • POST /api/v2/analytics/conversations/details/jobs
     
    The first may help with a real-time queue snapshot, while the second may be worth exploring for larger or historical callback datasets.
     
    Hopefully someone from the community can add more insight on the best approach for this use case as well.
     
    Hope this helps.


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



  • 3.  RE: Queue Activity - Waiting - Callback Limitation

    Posted 04-16-2026 01:20

    Hi Phaneendra,

    Thanks for this info.  Running API's may give the answer, but the likes of Team Leaders would not be able do this themselves.

    I also have found that once the interaction hits over 14 days and is no longer visible in Queue Activity, if you look at it under interactions, it has a 'Disconnect Reason' of 'System' and when you click into it, it no longer shows as live.

    Would this impact the API results? 



    ------------------------------
    Emma Budgen
    Systems Administrator
    ------------------------------

    Original Message


  • 4.  RE: Queue Activity - Waiting - Callback Limitation

    Posted 04-16-2026 01:36

    Hi Emma,

    From my understanding, if the interaction is showing a Disconnect Reason = System and no longer appears live in Interactions, then it is likely being treated as ended rather than still active.

    If that is the case, I would expect the APIs to follow that same backend state meaning that it may no longer appear as a waiting callback in real-time views or APIs, and may instead only show as a historical interaction.

    So this may point more towards callback lifecycle / product behaviour rather than just a reporting limitation.

    Hopefully someone from the community can confirm if they have observed the same.

    Hope this helps.



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

    Original Message


Related Content