Genesys Cloud - Main

I struggle with this design.  For agent owned callbacks, "if an agent owns a callback and is not available after the ownership period expires, the callback is removed from the queue and is disconnected". Agents sometimes are not available (e.g. vacation, training, ect) the callback routes into the Queue, waiting for the Owner to become available, the ownership allowed timer expires, the call is disconnected, no warnings, no nothing.  Nobody knows about it; the customer does not get the callback they are expecting.  Shouldn't the callback, even if the timer expires, go somewhere? How about drop it into the Queue it was created in for the next available agent?   

Thoughts?  Test and let me know what you think?  Configure Test Queue > Callback to Allow Agents to Take Ownership & Agents can own a scheduled callback for 1 Hours.  configure the queue to use preferred routing.  Create a callback and check the take ownership box, watch it go to the Scheduled Callbacks List, at callback time it drops off the list and goes to the Queue> Waiting bucket.  Do not go on queue and let 1 hr pass.  The call auto disconnects, we miss a potential sale or just earned an angry customer.  

Not sure if you have seen all the new controls in the queue settings for callback, but there is one to automatically disconnect.  Find out more here:  Create and configure queues - Genesys Cloud Resource Center (mypurecloud.com) under this section:

I struggle with this design.  For agent owned callbacks, "if an agent owns a callback and is not available after the ownership period expires, the callback is removed from the queue and is disconnected". Agents sometimes are not available (e.g. vacation, training, ect) the callback routes into the Queue, waiting for the Owner to become available, the ownership allowed timer expires, the call is disconnected, no warnings, no nothing.  Nobody knows about it; the customer does not get the callback they are expecting.  Shouldn't the callback, even if the timer expires, go somewhere? How about drop it into the Queue it was created in for the next available agent?   

Thoughts?  Test and let me know what you think?  Configure Test Queue > Callback to Allow Agents to Take Ownership & Agents can own a scheduled callback for 1 Hours.  configure the queue to use preferred routing.  Create a callback and check the take ownership box, watch it go to the Scheduled Callbacks List, at callback time it drops off the list and goes to the Queue> Waiting bucket.  Do not go on queue and let 1 hr pass.  The call auto disconnects, we miss a potential sale or just earned an angry customer.