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Status Under review
Created by Michelle Sterzovsky
Created on Jan 12, 2023

Re-route committed callbacks to the skill, or to agent at a later date

Currently, if an agent has a commitment scheduled for themselves (and not their skill), and they're unavailable to take the call at the committed time, the commitment will be broken and the customer will not receive a call.

Instead, the commitment should either (1) route to the skill automatically as a backup or (2) route to the agent when they become available. Both options are better than having the customer not be called back!