We have tried implementing a callback function in one of our queues, however, we have an extremely high volume of calls compared to agents, so sometimes these will not get picked up during the work day.
Is there a way to get calls sitting in the callback queue to disconnect once the queue is closed? I tried adding a schedule check to the loop but realized that the call technically disconnects from the In-Queue flow once they choose the callback option, so I'm not sure of a way to get them to disconnect after hours.
You could build a workflow that starts with some math, finding out how many hours are left from now until the queue close time, then set that workflow to immediately do a wait for that much time plus a few minutes. Then after the wait, initiate the disconnect API for the conversation.
Or, using external resources that a developer type might employ: Build a service that queries our analytics API after hours, and then initiates the disconnect conversation for all callbacks found in queue