# Genesys Cloud - Agent - Schedule callbacks during Voice Interaction

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## Schedule Callbacks During Voice Interaction (Genesys Cloud)

### Summary

The **Schedule Callback** feature in Genesys Cloud allows agents to **arrange a return call for a customer during an active voice interaction**. Instead of requiring the customer to remain on hold or wait in queue, the agent can schedule a callback for a **specific date and time**. The callback is then placed automatically by the system or delivered to the appropriate queue when the scheduled time arrives.

This functionality improves the **customer experience by reducing wait times** and provides a structured way for agents to follow up with customers when immediate assistance is not possible.

---

## Utilization

| Use Case | Description |
|---|---|
| Long wait times | Customers can request a callback instead of waiting in queue |
| Follow-up support | Agent schedules a callback after researching a solution |
| Escalation handling | Callback scheduled with a specialized team |
| Customer convenience | Customer selects a more convenient time to be contacted |
| High call volume | Contact center reduces queue congestion by scheduling callbacks |

Scheduling callbacks helps maintain **customer satisfaction and operational efficiency** by ensuring customers receive assistance without waiting on hold.

---

## Best Practices

| Practice | Reason |
|---|---|
| Confirm the callback number with the customer | Ensures the system calls the correct number |
| Schedule callbacks within operating hours | Prevents calls being attempted when agents are unavailable |
| Provide a clear callback time window | Sets accurate expectations for the customer |
| Document callback details in interaction notes | Helps the next agent understand the issue |
| Verify the correct queue or skill group | Ensures the callback reaches the right team |
| Avoid excessive callback scheduling | Helps maintain balanced queue performance |

---

## Example Scenarios

### Scenario 1 – Customer Requests Callback Instead of Waiting

```text
Customer calls support line
        ↓
Customer experiences long queue wait
        ↓
Agent offers callback option
        ↓
Agent schedules callback for later time
        ↓
System places callback when scheduled
````

---

### Scenario 2 – Agent Needs Time to Research Issue

```text
Agent receives complex customer issue
        ↓
Agent needs time to investigate
        ↓
Agent schedules callback for later in the day
        ↓
Customer receives return call with resolution
```

---

### Scenario 3 – Callback Routed Through Queue

```text
Agent schedules callback
        ↓
System stores callback request
        ↓
Scheduled time arrives
        ↓
Callback enters queue
        ↓
Available agent receives interaction
```

---

## Key Benefits

| Benefit                        | Explanation                                                  |
| ------------------------------ | ------------------------------------------------------------ |
| Reduced hold times             | Customers avoid waiting in long queues                       |
| Improved customer satisfaction | Customers receive a return call at a convenient time         |
| Better queue management        | Callbacks help manage high call volumes                      |
| Structured follow-ups          | Ensures issues are addressed after initial contact           |
| Efficient agent workload       | Allows agents to schedule follow-up interactions effectively |

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