Genesys Cloud - Main

When a caller accepts an offer to receive a callback in queue, that call is represented as an abandon.  CC managers will be reluctant to implement anything that's going to make their abandon rates spike.  I would suggest a change in the way these are reported.  There's no way to know the true abandon rates if you offer callbacks.  Is there  a way to work around this?

Hi Julie,

There is a way to work around this.

You will need to create a queue and name it something like 'System Callback Queue' and ensure there are no agent/members assigned to it. This is just so you know what the queue is used. 

Create an in-queue flow, that has 'disconnect' action only and assign it to the queue created earlier.

When caller accepts the callback and the callback is placed in the queue, instead of simply disconnecting that customer call, you can transfer it to that 'System Callback Queue' queue, where the call will be disconnected as soon as it gets there.

This way, actual callback requests won't be treated as abandoned calls on the real queue, but will be in the System Callback Queue.

Hope this helps,

Kirill. 

This is great for the abandon rate, so thanks for this.   The interaction shows as offered, but never answered and there are no service levels on the dashboards associated with these interactions.  I'll submit an ER for this but appreciate your response on the abandon workaround.