Why do my agents continue to receive incoming calls even though they are on a scheduled callback?

Because calls and callbacks are both considered to be call interactions, we recommend that you do not configure utilization to allow these media types to interrupt each other. This configuration can cause longer than anticipated wait times for customers who choose a callback. By default, the system is set to not allow calls and callbacks to override each other.

When a caller schedules a callback within the call route, the callback holds the caller’s place in queue. If new calls can move ahead of callbacks, the system will not hold the callback customer’s position in queue. This situation can cause less than desirable behavior; for example, if the caller’s estimated wait time is 30 minutes and they take the callback option, but do not receive a return call for longer than 30 minutes.