Genesys Cloud - Main

In this video,   @Seok Soo Ko discusses a new feature, Administrators can now configure agent-owned callbacks to return to the original queue when the ownership period expires. This option is available in Queue Settings Callback Agent First Agent Ownership Assign to queue on ownership expiration. With this update, callbacks are reassigned to the queue so another qualified agent can fulfill them, helping reduce the risk of missed customer contacts. As part of this release, the maximum Take Ownership period for callbacks also increases from 7 days to 30 days, giving administrators greater flexibility in callback management. 

Release notes: https://help.mypurecloud.com/releasenote/september-29-2025/

#TAMStudios #FeatureReview #callback

#Telephony
#CommunityVideos(TAM,QA,etc.)