Feature Request Summary: 

• An ability to set when callbacks are offered: To help ensure callbacks are not offered so close to EOD (ie. callbacks 9-4 but none for last hour of support).
• Callbacks end at end of day: To ensure the call does not remain in the queue for over an hour
• Ability to enable callbacks when the queue reaches a certain amount: To ensure callbacks are only offered when the wait time is extensive

Description/Use Cases: 

• We receive many calls towards the end of our support hours so they will request a callback and remain in the queue long after our support hours have ended.
• End-user's receive no notification that their call will not be answered as they are outside hours.
• We also have varied support throughout the day so the End-user may select a callback but since there are no other calls in the queue, they will immediately be connected to an Agent which increases handle time, increases confusion with the end-user and provides a bad support experience

Business impact of limitation or missing feature:

• The calls remain in the queue for an hour which results in them expecting a call back.
• Unanswered callbacks create a ticket that Agents still need to review
• This is not a good experience for our End-users when they cannot reach an Agent (why offer callback if no one will call back)
• Reporting is affected as no one was able to take the call
• Confusion among the Agent and the End-user when a callback is performed immediately after being placed in the queue