I'm not sure if I'm doing it right. I want to replace 'queues_Credit Card' with 'Queue_Callback' so that the agent knows which issue the customer is contacting about.

Nuttapong,

Based on the screenshots you've submitted, I would start with the Create Callback action in the last screenshot.  The Queue value you have in this screenshot is the literal queue, and not the variable you have looked for Task.Q_Collection_Callback.  You'll need to change the queue in the Callback action from literal to expression, and then add the variable Task.Q_Collection_Callback.  

I'm not sure if I'm doing it right. I want to replace 'queues_Credit Card' with 'Queue_Callback' so that the agent knows which issue the customer is contacting about.