If a queue has three or fewer available agents, predictive routing does not score agents and uses standard routing.
Checked 2026-09-30
If the number of available agents on a queue is three or less, Genesys Cloud does not score the agents but routes the interactions using the standard 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; small-pool note
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-three-agents. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-predictive-three-agents
BibTeX
@misc{warmtransfer-claim-genesys-cloud-queue-setup-predictive-three-agents,
title = {Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-predictive-three-agents},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-predictive-three-agents},
note = {Source note genesys-cloud-queue-setup-predictive-three-agents, checked 2026-09-30}
}