Hi Rob,
No reason that I can think of off the top of my head. Probably best to look at an example interactionID and see if it indeed followed a path for a callback, which queue did it assign the callback etc.
If everything appears to be configured correctly, you would probably need to raise a case with Genesys Customer Care to investigate the example.
I am goin to move this to the Main Genesys Cloud Community as this isnt really related to Reporting & Analytics, so might get more eyes in the main community for ideas on what could be happening.
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 05-09-2025 10:51
From: Rob Luckett
Subject: Callbacks not being called.
When I review our callbacks for the prior day, I see 12% of callback that were placed for a callback but were never routed to a representative for a callback. Any thoughts on why this would happen. Members are saying they are leaving a callback but not receiving them. Thanks!
#Metrics
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Rob Luckett
Workforce Analyst Manager Member Service Center
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