Customer first callbacks overview

When you configure callbacks, you must choose to first route the callback to either the agent or the customer. By default, Genesys Cloud enables Agent First for callbacks in a queue. Alternately, you can choose Customer First to direct Genesys Cloud to connect to the callback recipient before an agent accepts the interaction. After the system determines that the customer is available and ready to speak to an agent, then the interaction routes accordingly and keeps the position in the queue.

For more information about customer first callbacks, see Callbacks FAQs.

Customer first callback settings

The Customer First callback option enables Genesys Cloud to dial the customer before connecting the interaction to an agent. When you select Customer First, configure the settings in this table.

Notes:
  • Genesys recommends that you do not use voicemails in customer first callback queues. Because voicemails also dial to the customer first, the agent cannot listen to the voicemail before the customer connects. Voicemail and customer first callbacks are unsupported.
  • Customer first callbacks use the caller ID specified for the callback action. If callback caller ID is not specified, the queue voice trunk caller ID is used to make outbound callbacks.
  • Customer first callbacks are treated as inbound calls and use the voice script for callbacks. Genesys currently does not support callback-specific agent scripts.
  • Preview campaigns and customer first callbacks are unsupported. Preview campaign calls require agents to start the call. If you configure a customer first callback queue for your preview campaign, no calls are sent to the customer.

Setting Options

Agents can schedule a callback in advance for 

To determine the duration of agent callback ownership and scheduling access, use the up and down arrows to define how far in advance agents can schedule owned callbacks. The minimum time is one hour; the maximum is 30 days.
Live Voice

Click the list and select the method that you want to use when Genesys Cloud detects a live voice.

  • To use the Architect in-queue flow that you set on the Voice tab, select Transfer to Queue.
  • To configure the inbound flow with a customized callback message and options for the recipient, select Transfer to Flow. Then, under Select Flow, choose an Architect inbound flow to run before Genesys Cloud connects the interaction to the agent.
Answering Machine

Click the list and select the method that you want to use when Genesys Cloud reaches an answering machine.

  • To play a prerecorded message to the customer, select Transfer to Flow and then under Select Flow, choose an Architect inbound flow.
  • To end the callback interaction, select Hangup.

For all other call progress outcomes, Genesys Cloud dispositions the call with the outcome code and does not retry unsuccessful outcomes.

For more information about in-queue and inbound flows, see Create a flow.
Pacing Modifier

When a callback reaches the first position in the queue, the system assesses the queue’s pace to determine if the callback should be dispatched. 

Genesys Cloud uses a pacing modifier, which is configured per queue, to regulate the rate at which callbacks are dispatched. This modifier determines a multiplier, which represents the probability of dispatching a callback. 

The multiplier is multiplied to the number of agents on-queue to calculate the probable number of callbacks dispatched at any given time. 

Pacing modifier Multiplier Minimum number of agents to guarantee dispatch
10 1.00 1
9 0.73 2
8 0.52 2
7 0.36 3
6 0.23 5
5 0.14 8
4 0.08 13
3 0.08 22
2 0.03 38
1 0.02 50

The Multiplier column lists the probability of a dispatch for each value of the pacing modifier (1-10). For example: 

  • With 10 agents on-queue and a pacing modifier of 10, the dispatch probability is 1.00, meaning all 10 callbacks are dispatched. 
  • With 100 agents on-queue and a pacing modifier of 5, the dispatch probability is 0.14, so 0.14 * 100 = 14 callbacks can be dispatched. 

The Minimum agents required for guaranteed callback dispatch column specifies the minimum number of agents required to guarantee at least one callback dispatch. For example, with a pacing modifier of 9: 

  • 1 agent → 0.73 probability of dispatching a callback.
  • 2 agents → Guaranteed first dispatch (since 0.73 × 2 > 1).
  • 2 agents → Possible second dispatch (~46% probability (1 – (0.73 × 2) = 0.46)).

Notes:

  • Genesys Cloud considers all agents on-queue, regardless of their routing status (e.g., idle or interacting).  
    • If 0 agents are on-queue, no callbacks will be dispatched.
    • Callbacks waiting for dispatch can be viewed under performance >> queue activity.
  • Genesys Cloud checks for eligible callback dispatches when there is agent or callback activity such as:
    • An agent goes on-queue 
    • An agent completes a call and is not pending in off-queue status 
    • A callback arrives in the customer first callback queue
    • Genesys Cloud dispatches an eligible callback 
  • The callback dispatch process is the same for both the first attempt and other retry attempts(e.g. when a previous callback attempt was not answered). 

Customer first callback metrics

When you select the customer first callback option, the conversation timeline differs from a traditional agent first callback.

With callbacks, a voice interaction first flows out to a callback media type. With customer-first callbacks, the system chooses this callback and calls the customer. After the customer connects, the callback media converts to a voice interaction, and then returns to the queue for the next available agent.

Because the system now handles the callback portion of the conversation, agents no longer have customer first callback metrics for handle time, talk time, time to first dial, and time to first connect. The agent still receives voice metrics such as handle time, talk time, and ACW, for the voice portion of the callback.