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Callback seen as active and going for hours after Agent contacted the caller and finishing wrapping up the call.

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  • 1.  Callback seen as active and going for hours after Agent contacted the caller and finishing wrapping up the call.

    Posted 04-24-2023 15:20
    No replies, thread closed.


    A interaction that went to callback and the agent was able to contact the caller after getting the alert still showed it going for hours after the agent finished talking to the caller and did the wrap up. Does this indicate the agent did not completely end the call? It does not show the wrap up section being more then a few second so I would assume the agent already already completed the call. I don't see why the timeline would show the callback being still going unless it still thought the agent didn't reach out to the caller when they did on the timeline as well.



    #Routing(ACD/IVR)
    #Unsure/Other

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  • 2.  RE: Callback seen as active and going for hours after Agent contacted the caller and finishing wrapping up the call.

    Posted 05-05-2023 12:01
    Edited by Nicole Milliken 05-05-2023 12:01
    No replies, thread closed.

    Hi @Jason Tran - you have an answer on the latest episode of the Q&A Show at the 34:31 mark. And they also provide an additional resource for you here. Hope this helps! 



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    Nicole Milliken
    Genesys - Employees
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    Original Message


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