Source note · Genesys Cloud CX routing and Architect flows
A preferred agent's score decides which ring the agent is placed in, not which agent receives the interaction; within the eligible pool, selection follows criteria such as time since last interaction.
Checked 2026-09-24
Agent scores determine the ring to which to assign to the agent, but they do not determine which agent to assign to the waiting interaction.
- Vendor
- Genesys
- Product
- Genesys Cloud CX Architect
- Subsystem
- preferred agent routing
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-09-24
- Checked
- 2026-09-24
Sources
- Transfer to ACD action — Genesys · tier 2 current vendor documentation · Transfer to ACD action: Preferred Agents field
Cite this note
APA
WarmTransfer. (2026, September 24). Genesys Cloud CX routing and Architect flows: source note genesys-cloud-routing-score-sets-ring. WarmTransfer. https://warmtransfer.net/knowledge/claims/genesys-cloud-routing-score-sets-ring
BibTeX
@misc{warmtransfer-claim-genesys-cloud-routing-score-sets-ring,
title = {Genesys Cloud CX routing and Architect flows: source note genesys-cloud-routing-score-sets-ring},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/genesys-cloud-routing-score-sets-ring},
note = {Source note genesys-cloud-routing-score-sets-ring, checked 2026-09-24}
}