I have been trying to come to grips with Cloud callback. I've been studying as much as possible about Cloud CB while I work on other fronts, but am still not sure about this, hence my question.
Is there a way to force callbacks, not allowing agents to "accept them" along the lines of Engage Cloud and virtually every other ACD that provides the functionality?
In a contact center, the callback offer should indicate to the caller that it is holding the caller's place in the queue, then call out to the original caller at the appropriate point in time, and then connect the original caller to the correct queue, and in many cases, with an automatic delivery without prompting the agent to accept a call. That last bit is configurable in Engage Cloud and other ACDs to give agents who multitask a moment to realize they are receiving a call. Essentially, a CB should be treated as every other IB call.
IMHO, allowing agents to refuse a callback should only be a PBX style function for back office/administrative type roles, not customer facing contact center roles where callers willing to accept a callback offer are punished by the organization.