Hi all, we've recently noticed that if agent receives the callback which have skills and language assigned and then click schedule callback - that scheduled callback shows in 'Scheduled callbacks monitoring' with skills and languages (see the picture below), but when it is time to callback to reach agent - skills are gone (My agent didn't have language skill and Test Queue skills but still got the callback interaction).

Also this option is enabled in organization settings:

Hi all, we've recently noticed that if agent receives the callback which have skills and language assigned and then click schedule callback - that scheduled callback shows in 'Scheduled callbacks monitoring' with skills and languages (see the picture below), but when it is time to callback to reach agent - skills are gone (My agent didn't have language skill and Test Queue skills but still got the callback interaction).

Also this option is enabled in organization settings:

Hi Vitalii,

Unless the callback is going through a process that is striping the skills, this would be worthy of a case with care. The Queue Activity view doesn't update skills in the view if they are added after the interaction has been routed to the queue.  But care should be able to investigate why the skills and languages are being removed.

Hi all, we've recently noticed that if agent receives the callback which have skills and language assigned and then click schedule callback - that scheduled callback shows in 'Scheduled callbacks monitoring' with skills and languages (see the picture below), but when it is time to callback to reach agent - skills are gone (My agent didn't have language skill and Test Queue skills but still got the callback interaction).

Also this option is enabled in organization settings:

Hi Sam,

Thank you for quick reply!

I actually noticed that if call shows up in the left area of queue activity (screenshot below) - it shows actual skills, but you are right - in 'Scheduled callback' view it shows all skills that were attached to the call at any point of time

Hi Vitalii,

Unless the callback is going through a process that is striping the skills, this would be worthy of a case with care. The Queue Activity view doesn't update skills in the view if they are added after the interaction has been routed to the queue.  But care should be able to investigate why the skills and languages are being removed.

Hi all, we've recently noticed that if agent receives the callback which have skills and language assigned and then click schedule callback - that scheduled callback shows in 'Scheduled callbacks monitoring' with skills and languages (see the picture below), but when it is time to callback to reach agent - skills are gone (My agent didn't have language skill and Test Queue skills but still got the callback interaction).

Also this option is enabled in organization settings: