Comments
Seems redundant to control this on queue level if all underlying queues in the voice channel are closed, if calendar is applied as channel operating hours. Currently there is no overflow handling on channel level, although channel can be closed due to out of office hours. So request is valid, although it should be on corresponding channel, and not workstream, level.
100% agreed. The system-initiated outbound callback call is not currently shown as an active interaction in the real-time dashboards. This results in an incomplete picture of real-time voice load and agent engagement, especially for organizations with high callback volumes. When callbacks represent a significant share of inbound demand, this gap makes it difficult to monitor actual active voice traffic in real time, accurately assess agent occupancy and workload and maintain service levels during peak periods. It would be great to see a roadmap update or planned enhancement to include callback calls in Omnichannel real-time analytics.