Under the current platform design the call will exit under the “Request Callback” scenario object at the Customer “No Answer Timeout:” which is technically incorrect in my opinion. If the Find Agent scenario object timeout is the object triggering the cancellation of the Callback request (queued call) then it should exit and traverse the Find Agent objects timeout path since this is where the trigger is initiated. Or, the “Request Callback” object needs to have a custom path for the condition where the Find Agent object timeout is encountered. This behavior and a customer not answering the phone should have 2 very different outcomes.
ref. 27693