Hi Team,

We have just activated this feature at the org level, and tested as the admin team without issues.
When we attempted to get a supervisor and/or agent to test, they are unable to use it.
That is - they are able to schedule a callback as normal, but they do not receive the field for selecting a queue to assign the callback to.

I have scoured the interwebs (apparently not very successfully) for what I assume to be missing permissions, but I have not found anything.

Anyone have any suggestions?

Thanks in advance, 

Tony.

Hey Tony,

By default it will set the callback to the queue the original interaction was created on.  Can you check if the following is enabled: Enable agents to specify queue for scheduled callbacks and see if that works.

Hi Team,

We have just activated this feature at the org level, and tested as the admin team without issues.
When we attempted to get a supervisor and/or agent to test, they are unable to use it.
That is - they are able to schedule a callback as normal, but they do not receive the field for selecting a queue to assign the callback to.

I have scoured the interwebs (apparently not very successfully) for what I assume to be missing permissions, but I have not found anything.

Anyone have any suggestions?

Thanks in advance, 

Tony.

Hi Sam,

Thanks for the reply.
Yes - that is the setting that we are testing and wanting to roll out. After enabling the agents to specify the queue for scheduled callbacks, it is working for us (admins) in testing, but other general users do not receive the field to choose the queue.

Hey Tony,

By default it will set the callback to the queue the original interaction was created on.  Can you check if the following is enabled: Enable agents to specify queue for scheduled callbacks and see if that works.

Hi Team,

We have just activated this feature at the org level, and tested as the admin team without issues.
When we attempted to get a supervisor and/or agent to test, they are unable to use it.
That is - they are able to schedule a callback as normal, but they do not receive the field for selecting a queue to assign the callback to.

I have scoured the interwebs (apparently not very successfully) for what I assume to be missing permissions, but I have not found anything.

Anyone have any suggestions?

Thanks in advance, 

Tony.