Thanks, Jason! This is interesting. I assume these callbacks are being scheduled manually by agents through the UI. Adjusting the priority of other scheduled callbacks in the queue might help.
We're in the process of rolling out a callback bot that allows users to select time slots, with calls being scheduled directly in a separate queue. From my testing, when a scheduled callback is active, I am not interrupted by another interaction, so it appears to be queuing correctly. However, your case is different since the agent is manually scheduling the callback.
Hopefully, someone from the community can share additional insights to help resolve this
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Phaneendra Avatapalli
Client Support, Desktop Support
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Original Message:
Sent: 02-27-2025 20:13
From: Jason Tran
Subject: Schedule callbacks alerting agent despite handling another callback
They are set to agent first.
Original Message:
Sent: 02-27-2025 18:10
From: Phaneendra Avatapalli
Subject: Schedule callbacks alerting agent despite handling another callback
Hi Jason,
Did you select "Agent first" or "Customer first"? From my understanding, if "Agent first" is selected, it should reserve an agent for callbacks. They shouldn't be alerted if the utilization is set to 1.
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Phaneendra Avatapalli
Client Support, Desktop Support
Original Message:
Sent: 02-27-2025 17:41
From: Jason Tran
Subject: Schedule callbacks alerting agent despite handling another callback
So users are reporting they are being alerted to multiple callbacks despite already handling another callback. The utilization is only max of 1 for callbacks. Would a schedule callback alert a agent regardless if they are handling another callback because it was originally scheduled for them?
#Routing(ACD/IVR)