Genesys Cloud CX

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  • 1.  How to enable "Take Ownership" option for callbacks?

    Posted 4 days ago

    I'm testing out callbacks and for some users, we are having issues displaying the "Take Ownership" option on the script. One user (a Master Admin) can take ownership:

    Meanwhile, another user (an agent) is not able to do so:

    I thought it was a permission issue so I created a role for agents to have all callbacks permission enabled but the agent still cannot take ownership. What am I missing?

    Thank you,

  • 2.  RE: How to enable "Take Ownership" option for callbacks?

    Posted 4 days ago

    Hello Dianne,

    According to this link Scheduled callbacks with agent ownership: If an administrator has enabled agent-owned callbacks for a queue, agents in that queue can take ownership of their scheduled callbacks.

    So did you try to to enable Allow Agents to Take Ownership according to this other link ?

    You need to make sure that the Preferred Agent Routing rule is set first.
    Then as point no. 4 states to turn On the Allow Agents to Take Ownership option.

    Hope that can help.



    Fares Abdulkareem
    Genesys - Employees