Enable agents to specify queue for scheduled callbacks

Administrator can enable the agents to specify a new routing queue when scheduling a callback in Genesys Cloud.

To enable the queue selection:

1. Click Admin.
2. Under Account Settings, click Organization Settings.
3. Click Menu > Account > Organization.
4. Click the Settings tab.
5. Under Contact Center, enable Allow Scheduled Callback Queue Selection.
6. Click Save.

For more information about how agents specify the queue, see Schedule callbacks during a voice interaction.