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.
Checked 2026-09-30
- 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
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-methods. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-scoring-methods
BibTeX
@misc{warmtransfer-claim-genesys-cloud-queue-setup-scoring-methods,
title = {Setting up queues and skills-based routing in Genesys Cloud: source note genesys-cloud-queue-setup-scoring-methods},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-queue-setup-scoring-methods},
note = {Source note genesys-cloud-queue-setup-scoring-methods, checked 2026-09-30}
}