Administrators can configure Genesys Cloud to start callbacks automatically when agents do not start a callback within the specified period. Using this option, administrators can also end callbacks after the completion of ACW, at the expiry of the set duration. 

To enable this option, set the Enforce Communication Level After Call Work (ACW) at the organization level and then set the required options at the queue level. For more information on automatic callbacks that agents receive, see Place, transfer, and dismiss a callback. For more information on agent’s after call work view, see Complete after contact work (ACW).