Genesys Cloud CX

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

    Posted 4 days ago
    Hello,

    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,
    Dianne
    #Unsure/Other


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

    GENESYS
    Posted 4 days ago

    Hello Dianne,

    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.

    Br,

    Fares



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    Fares Abdulkareem
    Genesys - Employees
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