When predictive routing finds no qualifying agent before the timeout, the interaction is routed by standard routing, the fallback routing method.
Checked 2026-09-30
the system routes the interaction using standard routing, which is the fallback routing method
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- predictive routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Agent selection process — Genesys · tier 2 current vendor documentation · Agent selection steps; timeout
Cite this note
APA
WarmTransfer. (2026, September 30). Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-predictive-fallback. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-predictive-fallback
BibTeX
@misc{warmtransfer-claim-genesys-cloud-queue-setup-predictive-fallback,
title = {Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-predictive-fallback},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-predictive-fallback},
note = {Source note genesys-cloud-queue-setup-predictive-fallback, checked 2026-09-30}
}