Changing a queue's scoring method while interactions are waiting can cause the waiting interactions to be assigned in an unexpected order.
Checked 2026-09-30
If you change the scoring method midway when the queue has interactions waiting to be routed, the waiting interactions may be assigned in an unexpected order.
- Vendor
- Genesys
- Product
- Genesys Cloud CX
- Subsystem
- scoring
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-30
- Checked
- 2026-09-30
Sources
- Specify routing and evaluation methods — Genesys · tier 2 current vendor documentation · Scoring Method step; 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-scoring-change-warning. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-scoring-change-warning
BibTeX
@misc{warmtransfer-claim-genesys-cloud-queue-setup-scoring-change-warning,
title = {Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-scoring-change-warning},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-scoring-change-warning},
note = {Source note genesys-cloud-queue-setup-scoring-change-warning, checked 2026-09-30}
}