Genesys Cloud - Main

Looking for clarification.

For scheduled callbacks if a agent was to submit a callback with "Route callback to me if possible" and at the time he is not available, would the callback be routed to next available agent in any queue or next available agent in the originating queue?

The below documentation is misleading in the Resource Center.

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1. To route the callback to you, select Route callback to me if possible. By default, scheduled callbacks route to the queue that received the original interaction.
2. (Optional) If your admin has enabled owned callbacks, then you can select Take Ownership to take ownership of the callback. 

   The callback waits for you to become available for the time configured by your admin. If you do not own a callback, it is automatically routed to the next available agent in the queue.

Schedule a callback - Genesys Cloud Resource Center

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Schedule a callback - Genesys Cloud Resource Center You can schedule callbacks for ACD voice interactions (call, callback, outbound dialing,... [More] View this on Genesys Cloud Resource Center >

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If the agent is unavailable it will route the callback to the next available agent within the originating queue.

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Paul Ruiz Gilmour
Customer Solutions Design Specialist
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