Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Scheduled Callbacks

    Posted 06-05-2025 06:56
    No replies, thread closed.

    Hello,

    Is there any chance that somehow can we check the past scheduled callbacks ? especially who was the owner of the callbacks ?

    The situation is the following , Agent A scheduled a callback and took the ownership , after that in the Scheduled callbacks view changed the owner to Agent B,

    but when the scheduled time arrived Agent A received the callback.

    I see that this is not possible is the ownership was set up correctly the callback routes to Agent B , but I need that evidence , which shows me the ownership etc.

    Thanks,

    Sandor


    #PerformanceViews

    ------------------------------
    Sandor Berei-Ozsvath
    NA
    ------------------------------


  • 2.  RE: Scheduled Callbacks
    Best Answer

    Posted 06-06-2025 13:31
    No replies, thread closed.

    Hi @Sandor Berei-Ozsvath,

    Is the queue used for the Agent-Owned Scheduled callbacks configured using Preferred Agent as a routing method?

    Please see this link: agent-owned-callback/.

    Thanks,



    ------------------------------
    Tatjana Knezevic

    www.startelecom.cloud

    https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
    ------------------------------

    Original Message


  • 3.  RE: Scheduled Callbacks

    Posted 09-15-2025 13:58
    No replies, thread closed.

    Do you have a screen recording of the call?  I have to watch agents often to see if what they are saying is matching up with what they are really doing. You should be able to see them scheduling the callback if it's before they disconnect the call.  Good Luck.



    ------------------------------
    WendySachen
    Sr. System Administrator
    ------------------------------

    Original Message


Related Content