Genesys Cloud - Main

Hi,   

From what I could find, if the agent schedule a callback, from a queue,  and when I set her inactive, and she remains on queues, that call will return to her, is this right?

I would like to know if there's a way to avoid this situation?

The agents are scheduled work on different queues during the week, and  the scripts are different in each of them, so it's confusing to them when one callback from another queue return to them while working on other script.

There is currently some discussion as to whether this is intended behavior or a bug.

Per the Help: "If you are the agent who should handle the callback and are not in the queue where the callback was created, select Route callback to me if possible. If you do not select this option or are not available for the callback, PureCloud sends the callback to the next available agent in the current call’s queue. "

To me, that looks like it is intended behavior. Based on experience, some call centers do want agents to receive their scheduled callbacks even when they are on a different campaign since it is tied to their compensation. Other call centers (such as yours) don't want that behavior.

So, we'll have to wait and see how it sorts out, once Product Management works through the overall desired behavior.