Genesys Cloud - Main

In this video , @Rebecca Harper describes how administrators can now set retry options for customer first callbacks that are not successful on the first attempt. With retry configuration, administrators can define how many times the system should retry the callback and how long to wait between each attempt, directly at the queue level. This configuration helps improve the chances of reaching customers by automatically trying again after common issues like no answer, or a busy signal. While retries are not supported for answering machine detection, administrators can still manage these using existing options like Transfer to Flow in the queue settings. Adding automatic retry capabilities reduces manual intervention and helps improve callback success rates, giving businesses a better chance to connect with customers without requiring agent involvement after each unsuccessful attempt.

Release Notes : https://help.mypurecloud.com/releasenote/may-5-2025/ 

#TAMStudios #CallbackFeature