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  • 1.  Scheduled callbacks route to agents without skills.

    Posted 03-07-2025 10:39
    No replies, thread closed.

    Hi all, we've recently noticed that if agent receives the callback which have skills and language assigned and then click schedule callback - that scheduled callback shows in 'Scheduled callbacks monitoring' with skills and languages (see the picture below), but when it is time to callback to reach agent - skills are gone (My agent didn't have language skill and Test Queue skills but still got the callback interaction).

    Also this option is enabled in organization settings:


    #Telephony

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    Vitalii Hetman
    Genesys Professional Services Engineer
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  • 2.  RE: Scheduled callbacks route to agents without skills.

    Posted 03-07-2025 11:46
    No replies, thread closed.

    We were able to identify that this behavior only happen when we use SF widget, when we create scheduled callback from Genesys WEB UI - skills and language are saved



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    Vitalii Hetman
    Genesys Professional Services Engineer
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  • 3.  RE: Scheduled callbacks route to agents without skills.
    Best Answer

    Posted 03-07-2025 11:58
    No replies, thread closed.

    Hi Vitalii,

    Unless the callback is going through a process that is striping the skills, this would be worthy of a case with care. The Queue Activity view doesn't update skills in the view if they are added after the interaction has been routed to the queue.  But care should be able to investigate why the skills and languages are being removed.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 4.  RE: Scheduled callbacks route to agents without skills.

    Posted 03-07-2025 12:31
    No replies, thread closed.

    Hi Sam,

    Thank you for quick reply!

    I actually noticed that if call shows up in the left area of queue activity (screenshot below) - it shows actual skills, but you are right - in 'Scheduled callback' view it shows all skills that were attached to the call at any point of time



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    Vitalii Hetman
    Genesys Professional Services Engineer
    ------------------------------

    Original Message


  • 5.  RE: Scheduled callbacks route to agents without skills.

    Posted 03-11-2025 17:36
    No replies, thread closed.

    We just turned on customer first callback and ended up with a similar problem. At the beginning of the callback flow I ended up having to do a 'Get Participant Data' to pull in the queue variables and their values, which were still attached to the call, in order to get it to the right queue, skill and language.



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    Mark Whitchurch
    Senior Systems Engineer
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    Original Message


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