A place to ask questions, connect with others, and stay in the know
According to this link https://help.mypurecloud.com/articles/scheduled-callbacks-view/ 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 https://help.mypurecloud.com/articles/create-queues/ ?
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.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.