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Genesys Cloud - Agent - How to place a call on behalf of a queue

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Placing a Call on Behalf of a Queue

Summary

Placing a call on behalf of a queue in Genesys Cloud allows an agent to make an outbound call that is associated with a specific queue for reporting and operational tracking, even if the agent is not actively receiving ACD interactions from that queue at the moment.

This feature is commonly used for follow-ups, callbacks, or outbound communication related to interactions that originated from a queue. When the call is placed using the On Behalf of Queue field, the interaction is recorded in reporting as part of that queue’s activity, ensuring accurate metrics and historical tracking.

Utilization

Use Case Description
Customer Follow-ups Agents call customers back after resolving an issue or completing research related to a queue interaction
Scheduled Callbacks Agents return calls that were previously scheduled or requested through queue workflows
Queue-Based Ownership Calls remain associated with the responsible queue for accurate reporting
Case or Ticket Follow-up Agents contact customers related to support tickets originating from queue interactions
Supervisor Escalations Supervisors can call customers directly while still associating the call with the appropriate queue

Best Practices

Practice Reason
Always select the correct queue Ensures accurate reporting and queue-level analytics
Use for follow-ups tied to a queue interaction Maintains operational visibility for support teams
Avoid using it for personal outbound calls Queue metrics may become inaccurate
Document the purpose of the call in notes Helps maintain interaction history context
Train agents on when to use this feature Prevents misuse and preserves reporting integrity
Use consistent queue naming conventions Makes it easier for agents to select the correct queue quickly

Example Scenarios

Scenario 1 – Customer Support Follow-up

Customer calls support queue
        ↓
Issue requires investigation
        ↓
Agent researches solution
        ↓
Agent places outbound call on behalf of the Support Queue
        ↓
Call is recorded as part of queue activity

Scenario 2 – Callback After Missed Call

Customer abandons call in Billing Queue
        ↓
Agent reviews queue activity
        ↓
Agent places call on behalf of Billing Queue
        ↓
Customer receives callback
        ↓
Interaction is tracked under Billing Queue

Scenario 3 – Ticket-Based Customer Communication

Customer creates support ticket
        ↓
Ticket assigned to Technical Support Queue
        ↓
Agent calls customer on behalf of Technical Support Queue
        ↓
Call activity remains linked to queue metrics

Key Benefits

Benefit Explanation
Accurate Queue Reporting Outbound calls are attributed to the correct queue
Improved Operational Visibility Supervisors can track follow-up activity per queue
Better Customer Experience Agents can easily perform callbacks tied to the original queue interaction
Workflow Consistency Maintains alignment between inbound queue interactions and outbound follow-up calls
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