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

## 
### Navigate to interactions
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/l84GOd1le7EvI3Bp-image-1773241113777.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/l84GOd1le7EvI3Bp-image-1773241113777.png)

### Click to start a conversation
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/k78eaXOVnGZNUurY-image-1773241195999.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/k78eaXOVnGZNUurY-image-1773241195999.png)



[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/OlqM1jvz4tjyS4mC-image-1773241249511.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/OlqM1jvz4tjyS4mC-image-1773241249511.png)


### Enter number and start the call

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/Pm4tisb7BMmoaJnL-image-1773241273348.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/Pm4tisb7BMmoaJnL-image-1773241273348.png)

### To end a call 

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/kDHIgbUf0kCxoACp-image-1773241291661.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/kDHIgbUf0kCxoACp-image-1773241291661.png)


### Disposition the call
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/6VfVtZ6b5ca3n7Ls-image-1773241452184.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/6VfVtZ6b5ca3n7Ls-image-1773241452184.png)


## 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

```text
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

```text
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

```text
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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