Source note · AI predictive and affinity routing in contact centers
If three or fewer agents are available on a queue, Genesys Cloud does not score agents and routes with the standard routing method.
Checked 2026-10-02
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
- Subsystem
- agent selection
- Deployment
- multi-tenant
- Region
- not restricted
- Release range
- current as of 2026-10-02
- Checked
- 2026-10-02
Sources
- Agent selection process — Genesys · tier 2 current vendor documentation · agent selection procedure
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-genesys-pr-three-agents-standard. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-genesys-pr-three-agents-standard
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-genesys-pr-three-agents-standard,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-genesys-pr-three-agents-standard},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-genesys-pr-three-agents-standard},
note = {Source note predictive-routing-ai-genesys-pr-three-agents-standard, checked 2026-10-02}
}