Genesys Cloud - Main

We have a scenario where agents manually schedule callback to a different queue from the one where the original call took place, and the agent check the "route callback back to me if possible", in that queue, we use customer-first callback, and if we detect live voice we transfer the call to a flow that returns back to the queue (after playing a recorded message and a menu).

I was wondering if "route back to me if possible" is even relevant in this scenario, or perhaps we should set up preferred agent in the flow?

Hi Jonatan,

Based on the documentation and behaviour, callbacks are still primarily routed via the target queue, and selecting "route back to me if possible" means the system will attempt to return the interaction to the original agent if they are available.

However, if the agent isn't available or the interaction goes through additional routing (e.g. different queue, flow, requeue), it falls back to standard queue routing  so it behaves more like a preference rather than guaranteed routing.

In your scenario, with the callback going to a different queue and passing through a flow, this preference may not always be honoured consistently.

If returning to the same agent is important, using preferred agent logic within the flow would give you more predictable control.

Hope someone else from the community can also share how they've handled similar setups