# Callbacks

| Section | Description |
|---|---|
| Feature Area | Contact Center / Queue Configuration |
| Navigation (Scheduled Callbacks view) | `Performance → Workspace → Contact Center → Scheduled Callbacks` |
| Navigation (Queue callback settings) | `Admin → Contact Center → Queues → [select queue] → Callback tab` |
| Navigation (Architect Create Callback) | Available in Inbound Call, In-Queue, and Outbound Call flows via the Toolbox |
| Primary Function | Allow customers to request a return call instead of waiting on hold; reduce abandonment and improve satisfaction |

A callback is a request a caller makes to have their call returned when an agent is unavailable. Callbacks improve customer satisfaction by eliminating hold time. They also help agents who cannot complete an interaction immediately and need to follow up. Genesys Cloud supports several callback types that originate from different points in the contact center workflow.

---

## Study Notes — Callback Types

| Callback Type | Origin | Description |
|---|---|---|
| **In-Queue Callback** | Architect flow (in-queue or inbound) | Customer requests a callback while waiting in queue — exits the queue and the callback object takes their position |
| **Scheduled Callback** | Agent-initiated during an interaction | Agent schedules a return call for a future date/time — up to **30 days** in advance |
| **Agent-Owned Callback** | Scheduled callback with ownership | Agent takes personal ownership — callback waits for that specific agent to become available |
| **Customer First Callback** | Queue-level configuration | System dials the customer first, connects them to an agent only after the customer answers |
| **Campaign Callback** | Outbound campaign Schedule Callback action | Automatically created by outbound dialing campaign rules |

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## In-Queue Callback (via Architect)

The **Create Callback** action is added to an Inbound Call, In-Queue, or Outbound Call flow.

| Attribute | Detail |
|---|---|
| Architect Action | **Create Callback** (in Flow category of Toolbox) |
| Supported In | Inbound Call flows · In-Queue Call flows · Outbound Call flows |
| What happens | Callback object is placed on the specified queue; original call exits the queue |
| Queue position | Callback object **takes the position in queue** of the original call — same skill requirements and priority are automatically inherited |
| ANI (Caller ID) | Callback uses the **queue's ANI**, not the agent's ANI |
| Caller ID customization | Cannot set caller ID with Create Callback action — use a **Call Data action** first if you need to set caller ID or caller name |
| Script requirement | Script used by the callback must have the **Callback property enabled** in script settings (disabled by default) |
| Skills/priority retention | **Not retained** when placing a callback — skills and priority are reacquired from queue position, not the original interaction |
| In-queue flow limit | **Max 30 in-queue flows** per email or message interaction (prevents loop when target queue = current queue) |

---

## Scheduled Callback (Agent-Initiated)

Agents can schedule a return call during an active voice interaction.

| Attribute | Detail |
|---|---|
| Maximum advance scheduling | **30 days** |
| Default routing | Routes to the **queue that received the original interaction** |
| Agent can override | Agent can specify a different queue or select "Route callback to me if possible" |
| Ownership | If admin enables agent-owned callbacks, agent can select **Take Ownership** |
| If agent misses the callback | Immediately routes to the **next available agent in queue** |
| If no agent is available | Callback remains in queue until an agent becomes available |
| Edit restriction | Cannot edit an owned callback within **15 minutes** of scheduled time |

---

## Agent-Owned Callbacks

| Attribute | Detail |
|---|---|
| Definition | A callback where a specific agent takes personal ownership — waits for that agent to become available |
| Prerequisite | Admin must enable agent-owned callbacks on the queue; at least one **Preferred Agent Routing** rule must be set |
| Ownership duration | Admin configures the wait period — **1 hour to 30 days** |
| On expiration (if Assign to Queue enabled) | Callback returns to the queue for the next available agent |
| On expiration (if Assign to Queue NOT enabled) | Callback is removed from queue and **disconnected** |
| Effect of preferred agent routing | Preferred agent routing **does NOT affect scheduled callbacks** — scheduled callbacks are unaffected |

---

## Customer First Callback (Queue Configuration)

| Attribute | Detail |
|---|---|
| Default behavior | **Agent First** — system waits for agent to answer before dialing the customer |
| Customer First behavior | System dials the customer **before** connecting to an agent; once customer answers, interaction returns to queue |
| Configure where | Queue settings → Callback tab → select **Customer First** |
| Pacing Modifier | Values **1–10** — controls the rate at which Customer First callbacks are dialed based on online agent count |
| Retry attempts | Configurable — max **0–20** retries for unsuccessful callbacks; retry interval up to 24 hours |
| Voicemail recommendation | Genesys recommends **not** using voicemails in Customer First callback queues — voicemails also dial the customer first and the agent cannot listen before the customer connects |
| Script used | Customer First callbacks use the voice script for callbacks (callback-specific agent scripts are not supported) |
| Analytics | Agents do not receive Customer First callback-specific metrics (handle time, talk time, time to first dial/connect) — only voice metrics after connection |
| Outbound routes | As of July 2025, administrators can specify a telephony **site or edge group** per queue for Customer First callback outbound dialing |

---

## Callbacks & Preferred Agent Routing

| Interaction Type | Preferred Agent Routing Behavior |
|---|---|
| Email and messaging interactions | Preferred agent routing **overrides** — Genesys no longer routes to last agent |
| Inbound callbacks | Preferred agent routing **overrides** — Genesys no longer routes to last agent |
| Scheduled callbacks | **Unaffected** by preferred agent routing |

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## Scheduled Callbacks View (Performance Dashboard)

| Attribute | Detail |
|---|---|
| Navigation | `Performance → Workspace → Contact Center → Scheduled Callbacks` |
| Permissions required | `Analytics > Conversation Detail > View` · `Routing > Queue > View` · `Outbound > Campaign > View` |
| What it shows | All callbacks scheduled by agents during interactions, and callbacks created by the Schedule Callback action |
| Agent-owned callbacks | Show the agent owner's name in the **Agent Owner** column |
| Non-owned callbacks | Agent Owner column is blank |
| Actions available | Cancel (single or bulk) · Reschedule · Reassign to another queue/agent (agent-owned only) |
| Export limit | Up to **10,000 conversations** per 12-hour period for recent interactions; up to **1,000,000** for older data |
| View does NOT auto-refresh | Must manually refresh to see current data |

---

## Key Limits & Rules (Exam Critical)

| Rule | Value |
|---|---|
| Maximum advance scheduling | **30 days** |
| Agent-owned callback duration range | **1 hour to 30 days** |
| Pacing modifier range (Customer First) | **1–10** |
| Max callback retry attempts | **0–20** |
| Retry interval maximum | **24 hours** |
| Cannot edit owned callback before scheduled time | **15 minutes** |
| Inactive callback auto-end | If no date specified and no updates within **14 days** of creation, analytics ends the conversation (callback may still be active) |
| In-queue flow limit | **30** per email/message interaction |
| Callback uses queue ANI | Not agent ANI |
| Skills/priority retained from original call | **No** |

---

## Architect Create Callback Action — Configuration Fields

| Field | Description |
|---|---|
| Name | Label for the action in the flow |
| Callee Name | Optional — name to identify the callback recipient |
| Callback Number | Required — string expression for the callback number (auto-captured from ANI data) |
| Queue | Queue where the callback request is placed |
| Script | Optional — a script with the Callback property enabled |

> **Note:** ANI data from the call is automatically examined at runtime to capture the caller's telephone number. You cannot specify caller ID or name directly from this action — use a Call Data action first.

---

## Callback Routing Logic (Inbound)

```
Caller enters Inbound Call Flow
        ↓
Wait time exceeds threshold (or caller selects option)
        ↓
Create Callback action executes
        ↓
Callback object placed in queue at caller's original position
  (inherits skill requirements and priority)
        ↓
Original call disconnects
        ↓
Agent becomes available → Callback object routed to agent
        ↓
Agent manually dials customer (Agent First)
  OR System dials customer first (Customer First)
        ↓
Outbound call placed → linked to queue for analytics
```

---

## Callback Automation (Queue Settings)

Queues can be configured to automate callback handling, removing manual agent steps:

| Automation Option | Description |
|---|---|
| Auto-Answer | Callback interaction is automatically answered when routed to agent |
| Auto-Dial | Agent's outbound call is automatically placed when callback is answered |
| Auto-End Callback | Callback segment is automatically ended after the call completes |

> These settings are found under `Admin → Contact Center → Queues → [queue] → Callback` tab.

---

## Skill/Priority Preservation (January 2025 Update)

As of January 2025, administrators can optionally **preserve skills and priorities** from the original call for callbacks and ACD voicemails. This applies to:
- In-queue callbacks
- Scheduled callbacks
- Skilled campaign callbacks
- ACD voicemails

> This is an opt-in setting and was not the default behavior prior to this update.

---

## Best Practices

| Practice | Reason |
|---|---|
| Do not enable agent-owned callbacks without Preferred Agent Routing rules on the queue | Ownership requires at least one PAR rule to function |
| Always handle the case where a callback cannot be placed | Add alternate routing in the flow's failure path |
| Avoid internal ACD voicemails | Creates a callback segment where Agent A's utilization is consumed until the callback is resolved |
| Do not use voicemails in Customer First queues | Agent cannot listen to voicemail before customer connects |
| Set a realistic ownership period | If too long, callbacks may wait excessively for unavailable agents |
| Enable "Assign to Queue on ownership expiration" | Ensures expired owned callbacks don't just disconnect |

---

## Key Takeaways

| Topic | Summary |
|---|---|
| In-queue callback | Uses Create Callback action in Architect; callback takes original call's queue position |
| Scheduled callback | Agent-initiated; max 30 days advance; routes to original queue by default |
| Agent-owned callback | Waits for specific agent; requires PAR rule; 1hr–30day ownership period |
| Customer First | System dials customer before connecting to agent; Pacing Modifier 1–10 |
| Skills not retained | Callbacks do not inherit skills/priority (unless optional preservation is enabled) |
| ANI | Callbacks use queue ANI, not agent ANI |
| Inactive auto-end | 14-day limit for unscheduled callbacks with no updates |
| Scheduled Callbacks view | `Performance → Workspace → Contact Center → Scheduled Callbacks` |