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We are in process of designing callbacks offered in IVR if wait time exceeds x number of minutes. What is the behavior if the call center closes and still outstanding callbacks?  

Hey Clayton, 

If they are not answered then they would stay in the queue and be the first up to answer in the morning (assuming shared queued, no priority difference, etc)

There are a number of options you can take to deal with these. I'll list a few and let me know if any of these are what you would want to do and I can help with how to do them. 

1. End the callback/remove from queue - this would end the callback and make it so it won't be answered
   1. You can take further steps like
      1. Once ended, send an SMS to the customer letting them know you're sorry as it's out of hours and to call back again
      2. End the callback and re-enter the callback at opening (this would keep your ASA/Wait times more accurate) - Though, I don't recommend this one
2. Not offer callbacks in your center for the last 30min/1 hours etc. This can be done in the architect with a simple data table with times and some time variables etc for it to check against to offer a callback. - This is the easiest way and can be done all inside Genesys

The thing with point 1 and most other ways you can deal with callbacks in the queue, you would need to run these actions with the API/SDK outside of Genesys. I have previously done this for clients. The reason is, currently there are no in-queue callback flows for the architect.

We are in process of designing callbacks offered in IVR if wait time exceeds x number of minutes. What is the behavior if the call center closes and still outstanding callbacks?  

Absolutely agree. Just wanted to add a couple of things.

For 2. For stopping callbacks before closing to ensure you have enough time to get to them all, you can just use a check schedule group action in the flow, for the time you could also just use your normal schedule group and instead of current time set it to current time + 1 hour (or however long you need), or create a new schedule or schedule group just for callbacks. Just another way to do it, both achieve the same goal. 

1.1.2 - Something that is always interesting to discuss, are metrics there purely as a performance metric for the business or are metrics there to tell us how we are performing in respect to the service we are providing our customers who actually waited that whole time? So which really is more accurate?

Hey Clayton, 

If they are not answered then they would stay in the queue and be the first up to answer in the morning (assuming shared queued, no priority difference, etc)

There are a number of options you can take to deal with these. I'll list a few and let me know if any of these are what you would want to do and I can help with how to do them. 

1. End the callback/remove from queue - this would end the callback and make it so it won't be answered
   1. You can take further steps like
      1. Once ended, send an SMS to the customer letting them know you're sorry as it's out of hours and to call back again
      2. End the callback and re-enter the callback at opening (this would keep your ASA/Wait times more accurate) - Though, I don't recommend this one
2. Not offer callbacks in your center for the last 30min/1 hours etc. This can be done in the architect with a simple data table with times and some time variables etc for it to check against to offer a callback. - This is the easiest way and can be done all inside Genesys

The thing with point 1 and most other ways you can deal with callbacks in the queue, you would need to run these actions with the API/SDK outside of Genesys. I have previously done this for clients. The reason is, currently there are no in-queue callback flows for the architect.

We are in process of designing callbacks offered in IVR if wait time exceeds x number of minutes. What is the behavior if the call center closes and still outstanding callbacks?