FAQs: Callbacks
Can Genesys Cloud set callable times for callbacks?
Setting callable times for callbacks only applies to campaign-related callbacks. This feature… [More]
Can I configure customer first callbacks for answering machines?
For answering machines, the only available configuration is to transfer the customer… [More]
Can I use preferred agent routing with scheduled callbacks?
For email and messaging interactions, and inbound callbacks, when you use preferred… [More]
Customer first callbacks do not dispatch on time. How can I fix the issue?
To control the pace of dispatching callbacks, use the Pacing Modifier setting…. [More]
Do customer first callbacks support agent-owned callbacks?
No, customer first callbacks do not support agent-owned callbacks.
How does customer first callback work with place in queue?
The customer first callback keeps its place in queue from the time… [More]
How does Genesys Cloud handle retry attempts for callbacks?
To retry a callback, the agent must manually reschedule each attempt.
How often does Genesys Cloud check for customer first callbacks?
Genesys Cloud checks for eligible callbacks or slots, in these scenarios: An… [More]
If a customer calls back before the agent does, will Genesys Cloud cancel the callback?
Genesys Cloud does not automatically cancel the callback. Best practice recommends not… [More]
What happens if the customer does not answer the agent’s callback?
The agent must manually reschedule the callback for another time. If a… [More]
What happens if the customer does not select the first customer callback?
If Genesys Cloud detects an answering machine, queue configuration options can transfer… [More]
Which telephony site does Genesys Cloud use for customer first callback?
Genesys Cloud uses the site that the organization sets as default.
