Callback GMS behavior

[mahmoud.islam]

I have a strange behavior regarding assigning voice calls to the agents.

Some agents are not connected to any calls for a certain duration even when there is a rush of calls on the queue, and this behavior takes place randomly among all agents.

As an initial analysis, this behavior might be justified as those agents have received call-back requests so they were reserved till the callback interaction took its turn on the queue only then they will be connected to that outbound call.

[b]Is this correct or an expected behavior from the GMS callback service or I should suspect another thing?
[/b]

As I looked into GMS Callback documentation and I did not find a description of how the callback interaction takes place in the queue and its affect to agent handling

[Kubig]

It depends on used callback scenario, callback configuration and at least on routing scripts - I would recommend you to check URS logs to find real root-cause of the issue.

[mahmoud.islam]

Indeed, I checked the callback scenarios and I found that the deployed one on my environment is "Classic IVR Callback" and this is a normal behavior.

Much appreciate your insights