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	Enter a modifier value that derives the number of callbacks that the system places at a time. The number of callbacks that the system dials is a combination of the pacing modifier and the number of online agents. The system checks the number of agents that are online and does not consider the agent status. The number of callbacks at a time are directly proportional to the value of the pacing modifier. The higher the value of the pacing modifier, the higher the number of callbacks. Genesys Cloud uses this modifier to calculate a coefficient that is multiplied by the number of agents that are logged on to the queue to determine the number of callbacks started at one time. The pacing modifier does not consider the status of the agent; for example, idle or interacting. If an agent is in available status in the queue, then Genesys Cloud multiplies the calculated coefficient by the online agent count. Notes: Customer first callback does not reserve an agent before Genesys Cloud attempts to reach the customer. When the callback Position in Queue is 1, the callback is eligible for dialing. A higher modifier results in more dialed out callbacks. If you set the pacing modifier to the maximum of 10, then Genesys Cloud dispatches one callback per agent. If you set the pacing to the minimum of one, you must have 50 agents on-queue for Genesys Cloud to dispatch a callback.

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.