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Genesys Cloud - CCaaS - Schedule callbacks during Voice Interaction

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

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

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

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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