I am evaluating GC against Talkdesk and Five9 for a client RFP.
In Talkdesk, the callback retry logic is native and very straightforward. In Genesys Cloud, what is the best architectural pattern for scheduled callback retry logic if the customer doesn’t answer the first time?
I have observed this exact behavior in our production environment.
If a callback is scheduled for 17:00:00 JST, the system will attempt to dial the customer exactly once. If the customer does not answer, the interaction simply disconnects. There is no built-in retry parameter in the standard Architect ‘Create Callback’ action.
When we migrated from Zendesk, we used to rely on Zendesk triggers to automatically reschedule failed outbound calls.
In Genesys Cloud, it seems much harder. You basically have to build an Outbound Campaign if you want aggressive retry logic, but that feels like overkill for simple queue callbacks.
If the callback fails, could you trigger an automatic SMS or a Bold360 chatbot link?
Instead of retrying the voice call blindly, we found it more effective to send the customer a link to our knowledge base where they can self-serve or initiate a web chat on their own schedule.
When a callback fails, my dashboard shows it as an ‘abandoned’ call, which completely ruins my SLA reporting.
I need a business metric that separates an inbound customer abandoning a call from the system failing to reach a customer on a callback. Why do these blend together in the native dashboard?
Since there is no native retry, I automate this.
I run a Node.js cron job every 5 minutes that queries the analytics API for disconnected callbacks with a specific wrap-up code (e.g., ‘No Answer’). The script then immediately fires a POST to /api/v2/conversations/callbacks to schedule a new callback 30 minutes in the future.
Just watch your API rate limits if you have a massive failure event.
Instead of an API cron job, I just map the callback failure to a ServiceNow incident.
When the callback disconnects without connecting to the customer, our webhook payload hits the ServiceNow REST API and creates a ticket in the agent’s queue to manually follow up via email.