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  • 1.  Why Callback was Abandoned

    Posted 10-20-2021 05:38
    Edited by Ali Aljohani 10-20-2021 06:07
    No replies, thread closed.
    Hello,

    I have here some callbacks are flagged as abandoned in Genesys Cloud while others are not.
    What situation can cause a callback to be abandoned? 

    In following images, I have 2 callbacks are almost same regarding segment flags, however, one is abandoned and other is not. (case 1 and case 2)




    More information, the callback is created inside inbound IVR flow, without ACD transfer nor In-Queue-Flow, as shown below.



    Best regards,
    Ali Aljohani
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Ali Aljohani
    Hadef Information Technology Co.
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  • 2.  RE: Why Callback was Abandoned

    Posted 10-21-2021 13:01
    No replies, thread closed.
    Ali - to be honest, I'm not sure.  This feels like a good Care ticket!  Could you open one and provide the two conversation IDs?

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    Chris Bohlin
    Product Manager - PureCloud
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    Original Message


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