Genesys Cloud Callbacks: Fixing In-Queue Interrupts & Reporting Gotchas
Автор: Seth On Call
Загружено: 2026-01-08
Просмотров: 79
Описание:
In this video, I walk through a real Genesys Cloud community question about callbacks getting interrupted when an agent suddenly becomes available in queue. We’ll look at why Architect behaves this way by design, and then explore several practical patterns you can use to offer callbacks without trashing your caller experience or your reporting.
00:00 - Introduction
05:36 - Pre-queue check with Estimated Wait Time
27:47 - In-Queue build
36:17 - A “dummy skill” workaround to silo call
37:42 - Question on ANI evaluation
43:37 - Changing queue assignment via "flow out"
52:08 - "Flow out" reporting explanation
56:05 - Suggestions and closing
If you’re struggling with callers getting cut off mid-prompt, or your queue reports look “broken” after adding callbacks, this walkthrough should help you design cleaner Architect logic and set better expectations around reporting behavior in Genesys Cloud.
If this was helpful, hit like and subscribe, and drop a comment with how you’re handling callbacks in your own environment.
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