FAQ: Can Genesys Cloud set callable times for callbacks?
Setting callable times for callbacks only applies to campaign-related callbacks. This feature is not available for in-queue callbacks.
You may decide to offer callbacks only during certain hours of the day. For example, between 9:00 AM and 2:00 PM. Configure this process in Architect by adding a Decision action before the Create Callback action. Configure the Decision action to check hours and then determine whether to offer a callback. For more information, see Create Callback data action.