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 the Settings tab.
  4. Under Contact Center, enable Allow Scheduled Callback Queue Selection.
  5. Click Save.

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