When choosing the next agent, Genesys Cloud looks back only 7 days to determine time since the last interaction.
Checked 2026-09-30
When determining which agent to route the next interaction, Genesys Cloud only looks back 7 days
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- ACD
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Genesys Cloud ACD processing — Genesys · tier 2 current vendor documentation · Agent selection section
Cite this note
APA
WarmTransfer. (2026, September 30). Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-lookback-7-days. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-lookback-7-days
BibTeX
@misc{warmtransfer-claim-genesys-cloud-queue-setup-lookback-7-days,
title = {Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-lookback-7-days},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-lookback-7-days},
note = {Source note genesys-cloud-queue-setup-lookback-7-days, checked 2026-09-30}
}