Hello Gina,
You can certainly do this. All you have to do is edit the role for your agents the permissions I believe should be:
- To be eligible for callback interactions: Conversation > Callback > Accept
- To use the schedule option to create a callback: Conversation > Callback > Create
Once you remove these from the agents role they should not be able to create callbacks.
Cheers,
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Cam
Online Community Manager/Moderator
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Original Message:
Sent: 11-01-2024 11:27
From: Gina Palmer
Subject: Can I remove permissions for the Schedule a Callback functionality?
We currently do not schedule callbacks in out center. Am I able to change permissions for the Schedule a Callback feature/functionality is disabled so my agents don't use it?
#SystemAdministration
#Telephony
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
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