Genesys Cloud Callbacks: Fixing In-Queue Interrupts & Reporting Gotchas скачать в хорошем качестве

Genesys Cloud Callbacks: Fixing In-Queue Interrupts & Reporting Gotchas

In this video, I walk through a real Genesys Cloud community question about callbacks getting interrupted when an agent suddenly becomes available in queue. We’ll look at why Architect behaves this way by design, and then explore several practical patterns you can use to offer callbacks without trashing your caller experience or your reporting. 00:00 - Introduction 05:36 - Pre-queue check with Estimated Wait Time 27:47 - In-Queue build 36:17 - A “dummy skill” workaround to silo call 37:42 - Question on ANI evaluation 43:37 - Changing queue assignment via "flow out" 52:08 - "Flow out" reporting explanation 56:05 - Suggestions and closing If you’re struggling with callers getting cut off mid-prompt, or your queue reports look “broken” after adding callbacks, this walkthrough should help you design cleaner Architect logic and set better expectations around reporting behavior in Genesys Cloud. If this was helpful, hit like and subscribe, and drop a comment with how you’re handling callbacks in your own environment.