Genesys Cloud - Main

We currently do not schedule callbacks in out center.  Am I able to change permissions for the Schedule a Callback feature/functionality is disabled so my agents don't use it?

#SystemAdministration
#Telephony

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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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Hello Gina, 

You can certainly do this. All you have to do is edit the role for your agents the permissions I believe should be:

• To be eligible for callback interactions: Conversation > Callback > Accept
• To use the schedule option to create a callback: Conversation > Callback > Create 

Once you remove these from the agents role they should not be able to create callbacks. 

Cheers, 

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Cam
Online Community Manager/Moderator
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