Genesys Cloud - Main

We are currently using a Data Action–based solution to create Preferred Agent Callbacks. This configuration ensures that when a callback is generated, it is routed exclusively to the customer's designated preferred agent. To achieve this, the callback is initially placed into the "Direct CM" queue, which contains only the preferred agents.
Our requirement is as follows:
If the callback remains unassigned or unanswered for 2 hours, we want the system to automatically reroute or overflow the same callback to a different queue, "Direct Claims", so that any available agent can handle it.
At the moment, we are not seeing a way to automatically move or reassign the callback to the secondary queue after the 2‑hour threshold. We would like guidance from Genesys on the best practice or recommended approach to achieve this behavior-whether through configuration, a workflow/architect design, a Data Action, or any native callback management feature within Genesys Cloud.

Hi Rawat,

Just checking are you currently using an In-Queue Flow on the "Direct CM" queue for these callbacks?

Since callbacks are treated as active interactions while waiting, an In-Queue Flow can be used to monitor how long they've been in queue and then trigger a transfer (e.g. after 2 hours) to your secondary queue.

Keen to understand your current setup as well.