Genesys Cloud - Main

HI all

Just after clarification.  When a caller goes through an Architect call flow that uses the Transfer to Voicemail for a queue, when does that voicemail actually enter the queue?  I'm guessing immediately which means that the Performance Views will show it as queueing even if it's after hours and no agents are logged in/on-queue.  Is that correct?
#Routing(ACD/IVR)

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Vaun McCarthy

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Hi Vaun,

That is correct.

It comes in as a callback with the voicemail attached. This means it should not throw off your queue metrics for calls. If you use regular callbacks in the same queue, it will skew you metrics if you don't allow callbacks after hours and handle them in a reasonable amount of time. You can always send them to a different queue though.

Thanks,

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Daniel McLeod
Qsect LLC
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