From my understanding and what you are saying - that is probably working as designed. When someone arranges a callback with "Take Ownership" it should never route to anyone else. It will simply wait for an opportunity to route to the "Owner" - After 7 days of the "Owner" not being available or such, the callback will disappear.
In your example, if the agent was busy with interactions constantly were these from multiple channels? i.e Voice, Chat, Email?
You could adjust the Utilization to allow callbacks to interrupt asynchronous channels such as Chat, Email, Message as these channels do not usually demand the immediate attention the way a voice channel would?
Also you do have the option to increase the capacity for callbacks for agents if required. As this might also be an issue - if you are in a situation where you have a lot of callbacks routing to agents, having specific time scheduled callbacks might get delayed?
Original Message:
Sent: 05-30-2025 06:11
From: Sandor Berei-Ozsvath
Subject: Callback routing
Hi Dale,
Thank you very much for the clarifications, helps a lot!
It's strange that there was a scenario where an agent scheduled a callback for 11:00AM and in the Agent Timeline report can be seen that the agent had interactions ongoing , so the agent was not available for the callback , and in the Interactions report can be seen that this callback went back to the queue waiting until 12:06 after that the system routed to this agent.
Is this how the system works , maybe after the callback went back to the queue there was a priority score or something , that's why this callback was an hold for 1 hour only after routed to agent ?
Thanks,
Sandor
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Sandor Berei-Ozsvath
NA
Original Message:
Sent: 05-30-2025 06:01
From: Dale Wylie
Subject: Callback routing
Hello @Sandor Berei-Ozsvath!
From my experience, you're spot on with the initial understanding.
If an agent schedules a callback for, say, 11:00 AM on Tuesday and opts for Take Ownership, that callback is absolutely reserved for them.
Now, regarding your other points:
Visibility in Reports: In my experience, these callbacks definitely stay visible in the Scheduled Callbacks view (under Performance > Workspace > Contact Center). They don't just vanish after the scheduled time passes. You can see their status there, which is super helpful for tracking.
If the Agent Isn't Available: This is the crucial part that sometimes catches people out! If that owning agent isn't available at 11:00 AM (e.g. they're offline, on break, or on another interaction), the callback doesn't automatically get bounced back to the general queue for just any agent. Instead, it patiently waits for that specific agent to become available again. The system keeps trying to route it to them. So, you're right it's basically sitting there, waiting for that agent.
Regarding the "Agent can own a callback for 7 days" setting, you've got it right! If that 7-day ownership period expires, the agent's claim on that callback is eliminated. Once that ownership expires, the callback does not then automatically route to whoever is available in the queue. Instead, it gets disconnected.
So, for example, if that "agent-owned" callback sits there for 7 days without the owning agent picking it up, Genesys effectively says, "Okay, ownership is gone," and the callback is closed out. It doesn't become a free-for-all for the next available agent.
Hope this helps!
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Dale Wylie
GCX-GCP
Unified Communications Engineer
Holcim UK (Formally Aggregate Industries UK)
Original Message:
Sent: 05-30-2025 05:00
From: Sandor Berei-Ozsvath
Subject: Callback routing
Hello,
I have a question regarding scheduled callbacks , just to understand clearly how it works.
So if an agent schedules a callback for 11:00 AM Tuesday with Take Ownership, which means the callback will route only for the specific agent who scheduled it,
this is clear, but after the scheduled time ends, the callback will not be visible in in the Scheduled Callbacks report, and if the agent is not available that time this callbacks goes back to the queue , waiting for the agent ? Am I right here ? Also if the queue has this configuration Agent can own a callback for 7 days , means that after 7 days the ownership is eliminated meaning by that callback now routes to whoever is available ?
Thanks,
Sanyi
#Outbound
#Telephony
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Sandor Berei-Ozsvath
NA
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