Customer First Callback

Genesys Cloud Applications Architect
1

We're testing out Customer-First callback feature for our end-customer and are running into 2 issues:

  1. Based on testing, it seems that for every call that uses customer-first callback, the Queue Performance report shows the calls offered count as 2. Is this by design because of how the system dumps the call back into the queue once the customer is reconnected? Any workaround this aside from changing the media type filter?
  2. When we input the Script to use for callback within the Create Callback node within Architect, our tests show the system is always using what appears to be the default callback script instead of the custom one we indicated in Architect flow. Is there any additional configuration that's needed to trigger the right script? This happens with both "Transfer to Queue" and "Transfer to Flow" within the callback tab for Queue configuration.
    TIA.
2

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.