Genesys Cloud - Developer Community!

Currently, when callbacks are queued during the night, they remain in the system for a maximum of 3 hours (180 minutes). Once they reach this threshold, they "Clear" or fail, meaning they are removed from the system and will not be attempted again. This results in potential customer calls being missed without any follow-up. How to achieve this?

How are the Callbacks being created?

Currently, when callbacks are queued during the night, they remain in the system for a maximum of 3 hours (180 minutes). Once they reach this threshold, they "Clear" or fail, meaning they are removed from the system and will not be attempted again. This results in potential customer calls being missed without any follow-up. How to achieve this?

how to cancel / clear a pending callback. Currently system automatically cancel the call back after 3 hours)

The requirement is to maintain the current logic where any callback that is not completed (i.e., not marked as Connected, Max Attempts, Cancelled, Abandoned, etc.) and reaches the defined threshold (currently 3 hours) is cleared from the system.

However, to reduce manual follow-ups and improve customer experience, we are requesting enhancements that allow:

Callbacks that hit the 3-hour threshold to be either:

1. Rescheduled automatically for the next day, or

2. Trigger customer communication offering the option to schedule a new callback

How are the Callbacks being created?

Currently, when callbacks are queued during the night, they remain in the system for a maximum of 3 hours (180 minutes). Once they reach this threshold, they "Clear" or fail, meaning they are removed from the system and will not be attempted again. This results in potential customer calls being missed without any follow-up. How to achieve this?

So you are talking about Outbound automated callback 

how to cancel / clear a pending callback. Currently system automatically cancel the call back after 3 hours)

The requirement is to maintain the current logic where any callback that is not completed (i.e., not marked as Connected, Max Attempts, Cancelled, Abandoned, etc.) and reaches the defined threshold (currently 3 hours) is cleared from the system.

However, to reduce manual follow-ups and improve customer experience, we are requesting enhancements that allow:

Callbacks that hit the 3-hour threshold to be either:

1. Rescheduled automatically for the next day, or

2. Trigger customer communication offering the option to schedule a new callback

How are the Callbacks being created?

Currently, when callbacks are queued during the night, they remain in the system for a maximum of 3 hours (180 minutes). Once they reach this threshold, they "Clear" or fail, meaning they are removed from the system and will not be attempted again. This results in potential customer calls being missed without any follow-up. How to achieve this?