What changed
Genesys added a setting for outbound customer-first callbacks that controls whether an agent is reserved before the callback is initiated or after the customer answers.
Vendor documentation (opens in a new tab)Why it matters
Reserving early guarantees an agent is ready for high-touch callbacks but holds capacity while the call rings. Reserving after answer improves utilization but can leave a customer waiting briefly for an agent. The right choice differs by queue.
CxCave practical context
Who should care
- Routing administrators
- WFM teams
- Supervisors
Action
REVIEWReview customer-first callback queues and pick the reservation mode per queue based on service expectations, then watch occupancy and customer wait after answer.
CxCave recommendation, not a vendor mandate unless explicitly stated.