Setting up queues and skills-based routing in Genesys Cloud

See also

Sources

1. 1
   A queue's after call work setting is one of Optional; Mandatory discretionary; Mandatory time-boxed; Mandatory time-boxed no early exit; or Agent requested.

   Create and configure queues · General tab; After Call Work section · Checked 2026-09-30
2. 2
   If an agent does not assign a wrap-up code before a time-boxed ACW timeout expires, Genesys Cloud assigns the ININ-WRAP-UP-TIMEOUT code.

   Create and configure queues · General tab; After Call Work section; timeout note · Checked 2026-09-30
3. 3
   The voice alerting timeout on a queue ranges from 7 to 59 seconds.

   Create and configure queues · Voice tab; Alerting Timeout · Checked 2026-09-30
4. 4
   Architect takes the required language skill from the Transfer to ACD action's language skill or else the flow's default ACD language skill; if neither is set, no language skill is required.

   Language skills in Architect · Article body; rule and precedence · Checked 2026-09-30
5. 5
   On a bullseye queue that uses Disregard skills, next agent, the skill-removal option has no skill requirement to relax, so only ring membership (Option 1) changes who is offered the interaction.inferred

   Bullseye routing overview · Option 1 and Option 2 sections, read with the Disregard skills definition · Checked 2026-09-30
6. 6
   Removing skills in bullseye rings works best when the queue uses the All skills matching or Best available skills evaluation method.

   Bullseye routing overview · Option 2 section; note · Checked 2026-09-30
7. 7
   Bullseye routing on a queue lets the administrator define up to five rings.disputed

   Create and configure queues · Routing tab; Bullseye routing; Option 1 and Option 2 · Checked 2026-09-30
8. 8
   Where skill matching is required, Genesys recommends adding only agents or groups that have the required skills as queue members.

   Bullseye routing overview · Option 1 section; recommendation · Checked 2026-09-30
9. 9
   At most 50 skills can be removed on a single bullseye ring.

   Create and configure queues · Routing tab; Bullseye routing; Skills to remove on exit · Checked 2026-09-30
10. 10
    The time between bullseye rings can be set from 2 to 259,200 seconds (72 hours).

    Create and configure queues · Routing tab; Bullseye routing; ring timeout field · Checked 2026-09-30
11. 11
    The bullseye routing overview describes the selection pool expanding first to ring 5 and then to ring 6.disputed

    Bullseye routing overview · Option 1 example and Option 2 example; final sentence of each · Checked 2026-09-30
12. 12
    A bullseye ring's skill-removal setting drops skills from evaluation in the next ring while the skills stay on the interaction.

    Bullseye routing overview · Option 2 section · Checked 2026-09-30
13. 13
    Bullseye rings are populated either by assigning users or groups to ring numbers on the Members tab or by listing skills to remove on exit from each ring on the Routing tab.

    Create and configure queues · Routing tab; Bullseye routing; Option 1 and Option 2 · Checked 2026-09-30
14. 14
    A call route can hold at most 4500 phone numbers.

    Add a call route · Procedure; Inbound Numbers step · Checked 2026-09-30
15. 15
    Only call flows already published in Architect can be selected in a call route; unpublished flows cannot be associated.

    Add a call route · Procedure; Route to step · Checked 2026-09-30
16. 16
    In Genesys Cloud, an administrator creates a queue from Menu > User Management > Queues.

    Create and configure queues · Create a queue procedure; first step · Checked 2026-09-30
17. 17
    All skills matching selects the longest-idle agent who has every required skill and does not consider proficiency levels.

    Routing and evaluation methods · Evaluation methods; All skills matching · Checked 2026-09-30
18. 18
    Best available skills examines the 100 agents with the longest time since their last interaction and selects the one with the highest average skill proficiency, using idle time as the tiebreaker.

    Routing and evaluation methods · Evaluation methods; Best available skills · Checked 2026-09-30
19. 19
    Disregard skills, next agent ignores skill requirements and routes to the agent with the longest idle time.

    Routing and evaluation methods · Evaluation methods; Disregard skills, next agent · Checked 2026-09-30
20. 20
    A queue's General tab takes a unique name without special characters and a required division assignment, and it can copy settings from an existing queue.

    Create and configure queues · General tab section · Checked 2026-09-30
21. 21
    If no in-queue flow is selected on the queue's Voice tab, the organization's default in-queue flow is used.

    Create and configure queues · Voice tab; In-Queue Flow · Checked 2026-09-30
22. 22
    Language outranks skill level: Genesys Cloud selects an agent who speaks the requested language over a more skilled agent who does not, and agents without the required language do not receive the interaction.

    Add an ACD skill or language to a user · Introduction; languages note · Checked 2026-09-30
23. 23
    When choosing the next agent, Genesys Cloud looks back only 7 days to determine time since the last interaction.

    Genesys Cloud ACD processing · Agent selection section · Checked 2026-09-30
24. 24
    On the Members tab, users can be filtered by division, group, language, location, reports-to or skill, and up to 100 users can be added at a time.

    Create and configure queues · Members tab section; add users · Checked 2026-09-30
25. 25
    A Genesys Cloud queue can have at most 5000 members.

    Create and configure queues · Members tab section · Checked 2026-09-30
26. 26
    When queues use different scoring methods, Genesys Cloud routes interactions from priority-score queues first.

    Specify routing and evaluation methods · Scoring Method step; note on mixed methods · Checked 2026-09-30
27. 27
    An agent in several queues is assigned the highest-priority interaction across the queues they have joined, so interactions in one queue can wait longer than in others.

    Genesys Cloud ACD processing · Multiple queues section · Checked 2026-09-30
28. 28
    An agent is available for ACD assignment only when on queue, either by setting On Queue status or by finishing a previous interaction.

    Genesys Cloud ACD processing · Agent availability section · Checked 2026-09-30
29. 29
    To activate predictive routing from the queue details page, select Predictive Routing as the routing method, set the KPI and timeout, enable Use for All Queue Interactions, optionally enable Workload Balancing and Skill Matching, configure fallback routing and save.

    Activate predictive routing on a queue · Activate from the queue details page procedure · Checked 2026-09-30
30. 30
    Genesys Cloud disables predictive routing on a queue that has no interactions for 30 continuous days.

    Create and configure queues · Routing tab; Predictive routing · Checked 2026-09-30
31. 31
    When predictive routing finds no qualifying agent before the timeout, the interaction is routed by standard routing, the fallback routing method.

    Agent selection process · Agent selection steps; timeout · Checked 2026-09-30
32. 32
    Changing the KPI on a predictive-routing queue after activation starts a new processing period.

    Activate predictive routing on a queue · Activation procedure; KPI note · Checked 2026-09-30
33. 33
    Predictive routing supports inbound voice, email, asynchronous messages and third-party messaging platforms.

    Predictive routing overview · Supported media section · Checked 2026-09-30
34. 34
    Each predictive-routing queue optimizes one KPI; average handle time and next contact avoidance are generally available and custom KPI is in beta.

    Predictive routing overview · KPIs section · Checked 2026-09-30
35. 35
    Predictive routing is rolled out in three phases: benefit assessment, then a comparison test, then ongoing monitoring (80/20 split) or full activation.

    Predictive routing overview · Implementation phases section · Checked 2026-09-30
36. 36
    Predictive routing filters agents on required language skills always and on non-language ACD skills only when Skill matching is enabled.

    Agent selection process · Agent selection steps; filter step · Checked 2026-09-30
37. 37
    If a queue has three or fewer available agents, predictive routing does not score agents and uses standard routing.

    Agent selection process · Agent selection; small-pool note · Checked 2026-09-30
38. 38
    The predictive routing timeout defaults to 30 seconds and can be changed under Advanced Settings.

    Activate predictive routing on a queue · Activation procedure; timeout step · Checked 2026-09-30
39. 39
    Under the Genesys Cloud AI Experience token model, predictive routing consumes one token for every 17 interactions routed.

    Genesys Cloud tokens model · Genesys Cloud AI Experience metering details; Predictive routing row · Checked 2026-09-30
40. 40
    When proficiency is scored, Genesys Cloud considers ACD skill and language skill proficiency together.

    Routing and evaluation methods · Evaluation methods; Best available skills notes · Checked 2026-09-30
41. 41
    The Genesys Cloud assignment service disconnects a conversation after it has waited in queue for 59 days.

    Genesys Cloud ACD processing · Interaction timeout note · Checked 2026-09-30
42. 42
    An agent or their supervisor must activate queues to choose which ones are worked when the agent goes on queue; activating or deactivating does not change queue membership.

    Choose queues to work · Article introduction · Checked 2026-09-30
43. 43
    The Queues Activity Detail view shows a queue's waiting and interacting counts and agent statuses in real time, and supervisors can activate or deactivate agents from it.

    Queues Activity Detail view · Article introduction; Activate or deactivate agents section · Checked 2026-09-30
44. 44
    Creating and configuring queues requires Routing > Queue Add, Edit, Delete, Join and View; Routing > Queue Member Manage; and Architect > UI View.

    Create and configure queues · Prerequisites; required permissions list · Checked 2026-09-30
45. 45
    The queue Routing tab offers five routing methods: standard routing (the default), predictive, bullseye, preferred agent and conditional group routing.

    Specify routing and evaluation methods · Routing Method step · Checked 2026-09-30
46. 46
    Changing a queue's scoring method while interactions are waiting can cause the waiting interactions to be assigned in an unexpected order.

    Specify routing and evaluation methods · Scoring Method step; note · Checked 2026-09-30
47. 47
    The queue scoring method is either conversation score, which combines arrival time with priority at one minute per priority point, or priority score, which ranks by priority and breaks ties on time in queue.

    Specify routing and evaluation methods · Scoring Method step · Checked 2026-09-30
48. 48
    ACD skills and languages are created at Menu > User Management > ACD Skills and Languages, which requires the Routing > Skill > Manage permission.

    Add an ACD skill · Procedure; first step and prerequisites · Checked 2026-09-30
49. 49
    Assigning ACD skills or languages to a user is done through the user's Edit ACD Skills option and requires the Routing > Skill > Assign permission.

    Add an ACD skill or language to a user · Procedure and prerequisites · Checked 2026-09-30
50. 50
    The ACD Skills and Languages page has a Languages category and a Skills category; each entry takes a name and a division.

    Add an ACD skill · Procedure steps 1-4 · Checked 2026-09-30
51. 51
    A user's skill proficiency is rated on a 0 to 5 star scale, where 0 is low and 5 is high, and Genesys Cloud can use the ratings to pick the most appropriate available agent.

    Add a skill rating · Article body · Checked 2026-09-30
52. 52
    Standard routing offers three evaluation methods: All skills matching; Best available skills; and Disregard skills, next agent.

    Specify routing and evaluation methods · Evaluation Method step · Checked 2026-09-30
53. 53
    The Architect Transfer to ACD action sets the target queue, a priority, required ACD skills, a language skill, up to 20 preferred agents with scores, and an optional in-queue flow override.

    Transfer to ACD action · Action settings table · Checked 2026-09-30
54. 54
    The Transfer to ACD action has Success and Failure paths that the flow author must configure; the Failure path handles errors in the transfer.

    Set up a Transfer to ACD action · Procedure; final step · Checked 2026-09-30
55. 55
    In a Transfer to ACD action, one point of priority is equivalent to one extra minute of waiting time.

    Transfer to ACD action · Action settings; Priority · Checked 2026-09-30
56. 56
    Queue membership is built either from individual users or from a work team; the two cannot be combined on one queue.

    Create and configure queues · Members tab section; add a work team · Checked 2026-09-30
57. 57
    A wrap-up code is created with a name of up to 256 characters, a description and a division, and it requires the Routing > Wrap-up Code permissions.

    Add a wrap-up code · Procedure and prerequisites · Checked 2026-09-30
58. 58
    A wrap-up code that is not assigned to a specific division defaults to the All division.

    Add a wrap-up code · Procedure; division step note · Checked 2026-09-30
59. 59
    Genesys recommends attaching wrap-up codes from the same division as the queue so wrap-up data in reports is accurate.

    Add a wrap-up code to a queue · Best practice note · Checked 2026-09-30
60. 60
    Wrap-up codes are attached to a queue on its Wrap-up Codes tab by typing the code name, selecting it and clicking Add; each code can be removed with Remove.

    Add a wrap-up code to a queue · Procedure steps · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up queues and skills-based routing in Genesys Cloud. WarmTransfer. https://warmtransfer.net/guides/genesys-cloud-queue-setup

@misc{warmtransfer-genesys-cloud-queue-setup,
  title  = {Setting up queues and skills-based routing in Genesys Cloud},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/genesys-cloud-queue-setup},
  note   = {Verified 2026-09-30}
}