Genesys Cloud - Main

If the Queue config has "Agents can scheduled a callback in advance for 1 Day", then why in the world is the agent able to scheduled a callback for an interaction (either campaign call or inbound call) on that queue for next week?   I find this frustrating as we cannot stop the agent from doing something bad.   For a campaign call, the contact record will not exist next week so the callback will fail when it comes due.   Anyway, i would like to understand why we have a queue setting that does not seem to constrain how far in advance the callback can be scheduled for.

Hello Roger, 

I do see how this could be frustrating and harmful for the customer experience here is an idea that would help improve this experience.

As for the callback duration you can set it to 1hour min or 30 day max at the queue level. If this is not working as expect there might be something wrong with how you have this configured and might be worth opening a ticket to customer care Architect and Routing team. 

I also found this documentation that might be helpful with callbacks in campaigns. 

I hope this helps. 

Cheers, 

If the Queue config has "Agents can scheduled a callback in advance for 1 Day", then why in the world is the agent able to scheduled a callback for an interaction (either campaign call or inbound call) on that queue for next week?   I find this frustrating as we cannot stop the agent from doing something bad.   For a campaign call, the contact record will not exist next week so the callback will fail when it comes due.   Anyway, i would like to understand why we have a queue setting that does not seem to constrain how far in advance the callback can be scheduled for.

If the Queue config has "Agents can scheduled a callback in advance for 1 Day", then why in the world is the agent able to scheduled a callback for an interaction (either campaign call or inbound call) on that queue for next week?   I find this frustrating as we cannot stop the agent from doing something bad.   For a campaign call, the contact record will not exist next week so the callback will fail when it comes due.   Anyway, i would like to understand why we have a queue setting that does not seem to constrain how far in advance the callback can be scheduled for.