Configuration · guide

Setting up queues and skills-based routing in Genesys Cloud

Genesys Cloud CX

Verified 2026-09-30 · 60 sources · tier 2

For Genesys Cloud administrators and flow authors configuring queues and skills-based routing..

This guide steps through creating and configuring an automatic call distribution queue, assigning ACD skills, and routing voice interactions using Architect in Genesys Cloud CX 16 53. Follow these steps to build the routing configuration, apply evaluation and scoring parameters, and verify call delivery to active agents 45 42.

Before you start

Ensure you hold the required permissions: Routing > Queue Add, Edit, Delete, Join, and View; Routing > Queue Member Manage; Architect > UI View; Routing > Skill > Manage; Routing > Skill > Assign; and the Routing > Wrap-up Code permissions 44 48 49 57.
Select or identify the target division for the queue, wrap-up codes, and skills 20 59.
Verify access to Menu > User Management > Queues and Menu > User Management > ACD Skills and Languages in the Genesys Cloud administration interface 16 48.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

Which routing method will the queue use?

How should required skills be judged when an agent is chosen?

Must callers be matched to agents by language?

Three questions. One permanent page you can send to your manager.

Step 1 Create ACD skills and languages

Yes

Do

Navigate to Menu > User Management > ACD Skills and Languages 48. Under the Skills category, create each required ACD skill with a name and division assignment 50. Under the Languages category, create each required language entry with a name and division assignment 50.

Verify

Suggested check: Verify that the configured skills and languages appear under their respective categories in the ACD Skills and Languages list.

Rollback

Suggested rollback: Delete the created skills and languages from the ACD Skills and Languages list.

Do

Navigate to Menu > User Management > ACD Skills and Languages 48. Under the Skills category, create each required ACD skill with a name and division assignment, and do not create language entries 50 4.

Verify

Suggested check: Verify that the configured skills appear under the Skills category in the ACD Skills and Languages list.

Rollback

Suggested rollback: Delete the created skills from the Skills category in the ACD Skills and Languages list.

Step 2 Assign skills and proficiency to agents

All skills matching

Do

Open each agent's profile and use Edit ACD Skills to assign the relevant ACD skills and any configured languages 49. Proficiency star ratings can be left at default values because All skills matching does not consider proficiency levels 17.

Verify

Suggested check: Verify that each agent's profile shows the assigned ACD skills and languages.

Rollback

Suggested rollback: Open Edit ACD Skills on each user and remove the assigned skills and languages.

Best available skills

Do

Open each agent's profile and use Edit ACD Skills to assign the relevant ACD skills and languages 49. Rate each skill and language on the 0 to 5 star scale, as Best available skills evaluates ACD skill and language proficiency together 51 40.

Verify

Suggested check: Verify on the user profiles that the star ratings match the planned proficiency values for each skill and language.

Rollback

Suggested rollback: Open Edit ACD Skills on each user and remove the assigned skills and languages or reset the star ratings.

Disregard skills, next agent

Do

Assign ACD skills or languages to users using Edit ACD Skills only if needed for other queues or reporting, as Disregard skills, next agent ignores skill requirements entirely during agent selection 49 19.

Verify

Suggested check: Verify that user profiles show the intended skill assignments if configured for reporting purposes.

Rollback

Suggested rollback: Open Edit ACD Skills on each user and remove any skills assigned for reporting.

Step 3 Create wrap-up codes

Do

Create each wrap-up code with a name up to 256 characters, a description, and an explicit division assignment 57. Genesys recommends matching the division of the wrap-up codes to the division of the queue so reporting data remains accurate, rather than allowing unassigned codes to default to the All division 58 59.

Verify

Suggested check: Verify that the new codes appear on the Wrap-up Codes list under the designated division.

Rollback

Suggested rollback: Delete the created wrap-up codes from the interface.

Step 4 Create the queue and configure General and ACW settings

Do

Navigate to Menu > User Management > Queues and create a new queue 16. On the General tab, enter a unique name without special characters, select the assigned division, and optionally choose an existing queue to copy settings from 20. Select the After Call Work setting from Optional, Mandatory discretionary, Mandatory time-boxed, Mandatory time-boxed no early exit, or Agent requested 1. Note that if a time-boxed mode is chosen and an agent does not select a code before the timeout expires, the ININ-WRAP-UP-TIMEOUT code is assigned automatically 2.

Verify

Suggested check: Verify that the queue appears in the Queues list under the designated division.

Rollback

Suggested rollback: Delete the queue from the list.

Step 5 Add members to the queue

Do

On the queue's Members tab, add queue members using either individual users or a single work team, without combining the two 56. When adding individual users, filter by division, group, language, location, reports-to, or skill, adding up to 100 users at a time up to the maximum queue capacity of 5000 members 24 25. Where skill matching is required, add only agents or groups that hold the required skills 8.

Verify

Suggested check: Verify that the Members tab lists the expected users or work team and that the member count does not exceed the allowed limit.

Rollback

Suggested rollback: Remove the added users from the Members tab or change the work team selection.

Step 6 Configure scoring and routing methods

Standard routing

Do

Configure the scoring method while the queue has no waiting interactions, choosing either conversation score (which adds one minute per priority point to arrival time) or priority score (which ranks strictly by priority and uses queue time for ties) 47 46. Set the routing method on the Routing tab to Standard routing 45.

Verify

Suggested check: Save the queue, reopen the Routing tab, and verify that the routing method remains Standard routing.

Rollback

Suggested rollback: Revert the scoring method and routing settings to their previous configuration while the queue is empty.

Bullseye routing

Do

Configure the scoring method while the queue has no waiting interactions, choosing conversation score or priority score 47 46. On the Routing tab, select Bullseye routing and configure the delay between rings within the range of 2 to 259,200 seconds 45 10. Populate rings either by assigning users or groups to ring numbers on the Members tab, or by listing skills to remove upon ring exit (up to 50 skills per ring) on the Routing tab 13 9 12.

Verify

Suggested check: Save and reopen the queue to verify the configured ring delays, ring member assignments, or skills to remove.

Rollback

Suggested rollback: Set the routing method back to the default standard routing while the queue is idle.

Predictive routing

Do

Ensure the benefit assessment and comparison test phases have run before proceeding with full activation or 80/20 monitoring 35. On the queue details page, select Predictive Routing, specify one KPI (such as average handle time or next contact avoidance), set the timeout (which defaults to 30 seconds), and enable Use for All Queue Interactions 34 38 29. Enable Skill Matching if non-language ACD skills must be enforced alongside mandatory language skills 36. Configure standard routing as the fallback routing method 31 29.

Verify

Suggested check: Save the queue details and verify that the routing method displays Predictive Routing with the chosen KPI and timeout.

Rollback

Suggested rollback: Change the routing method back to standard routing.

Step 7 Configure the evaluation method

All skills matching

Do

On the Routing tab, set the Evaluation Method to All skills matching 52.

Verify

Suggested check: Save and reopen the Routing tab to confirm that All skills matching is selected.

Rollback

Suggested rollback: Select a different evaluation method from the dropdown and save.

Best available skills

Do

On the Routing tab, set the Evaluation Method to Best available skills 52.

Verify

Suggested check: Save and reopen the Routing tab to confirm that Best available skills is selected.

Rollback

Suggested rollback: Select a different evaluation method from the dropdown and save.

Disregard skills, next agent

Do

On the Routing tab, set the Evaluation Method to Disregard skills, next agent 52.

Verify

Suggested check: Save and reopen the Routing tab to confirm that Disregard skills, next agent is selected.

Rollback

Suggested rollback: Select a different evaluation method from the dropdown and save.

Step 8 Attach wrap-up codes to the queue

Do

Navigate to the queue's Wrap-up Codes tab, search for each wrap-up code by typing its name, select it, and click Add 60.

Verify

Suggested check: Filter the list on the Wrap-up Codes tab to confirm each desired code is listed.

Rollback

Suggested rollback: Click Remove next to any added code on the tab.

Step 9 Configure Voice tab parameters

Do

Open the Voice tab of the queue and configure the alerting timeout to a value between 7 and 59 seconds 3. Select an in-queue flow, or leave the field blank to use the organization's default in-queue flow 21.

Verify

Suggested check: Save and reopen the Voice tab to verify that the alerting timeout and flow settings are saved.

Rollback

Suggested rollback: Reset the alerting timeout and in-queue flow fields to their previous settings.

Step 10 Configure the Architect Transfer to ACD action

Yes

Do

In your Architect inbound call flow, insert a Transfer to ACD action 53. Configure the target queue, call priority (where 1 point equals 1 minute of waiting time), required ACD skills, and the specific language skill 53 55. The action's language skill will override any default ACD language skill configured on the flow 4. Configure both the Success and Failure paths on the action 54.

Verify

Suggested check: Validate the Architect flow to confirm that the Transfer to ACD action contains no configuration errors.

Rollback

Suggested rollback: Remove or revert the Transfer to ACD action settings within Architect.

Do

In your Architect inbound call flow, insert a Transfer to ACD action 53. Configure the target queue, call priority (where 1 point equals 1 minute of waiting time), and any required ACD skills, leaving the language skill unset on both the action and the flow so that no language skill is required 53 55 4. Configure both the Success and Failure paths on the action 54.

Verify

Suggested check: Validate the Architect flow to confirm that the Transfer to ACD action contains no configuration errors.

Rollback

Suggested rollback: Remove or revert the Transfer to ACD action settings within Architect.

Step 11 Publish the flow and configure call routing

Do

Publish the flow in Architect 15. In Call Routing, create or modify a call route that directs inbound phone numbers to the published flow, associating up to 4500 phone numbers per route 15 14.

Verify

Suggested check: Verify that the call route displays the assigned phone numbers and links directly to the published flow.

Rollback

Suggested rollback: Edit the call route to point back to the previous published flow.

Step 12 Activate queues and place test calls

Standard routing

Do

Have test agents activate the queue and change their status to On Queue 42 28.

Verify

Suggested check: Place an inbound test call to the assigned number, and in the activity detail view observe real-time waiting and interacting counts and agent statuses to confirm the call routes to the agent matching the evaluation method criteria.

Rollback

Suggested rollback: Deactivate the test agents from the queue in the activity view or change their status to Off Queue.

Bullseye routing

Do

Activate outer-ring agents on the queue and have them enter On Queue status, leaving inner-ring agents unavailable 42 28.

Verify

Suggested check: Place an inbound test call to the assigned number, and monitor the activity detail view to confirm that the interaction waits through the configured ring timeout delays before expanding and alerting an outer-ring agent.

Rollback

Suggested rollback: Deactivate the test agents from the queue or change their status to Off Queue.

Predictive routing

Do

Activate more than 3 agents and place them in On Queue status, as predictive routing does not score agents and defaults to standard routing when 3 or fewer agents are available 37 42 28.

Verify

Suggested check: Place an inbound test call to the assigned number, and verify in the activity detail view that interactions route to agents and real-time statistics update.

Rollback

Suggested rollback: Deactivate the test agents from the queue or change their status to Off Queue.

Applicability

Applies to: Genesys Cloud CX and Genesys Cloud CX Architect. Deployments: multi-tenant. Sources checked 2026-09-30.

What remains uncertain

The maximum allowable number of bullseye rings is not covered by the sources below. System behavior when deleting ACD skills, wrap-up codes, or queues that are actively referenced by running flows or in-flight interactions is not covered by the sources below.

Sources

1
A queue's after call work setting is one of Optional; Mandatory discretionary; Mandatory time-boxed; Mandatory time-boxed no early exit; or Agent requested.
Create and configure queues · General tab; After Call Work section · Checked 2026-09-30
2
If an agent does not assign a wrap-up code before a time-boxed ACW timeout expires, Genesys Cloud assigns the ININ-WRAP-UP-TIMEOUT code.
Create and configure queues · General tab; After Call Work section; timeout note · Checked 2026-09-30
3
The voice alerting timeout on a queue ranges from 7 to 59 seconds.
Create and configure queues · Voice tab; Alerting Timeout · Checked 2026-09-30
4
Architect takes the required language skill from the Transfer to ACD action's language skill or else the flow's default ACD language skill; if neither is set, no language skill is required.
Language skills in Architect · Article body; rule and precedence · Checked 2026-09-30
5
On a bullseye queue that uses Disregard skills, next agent, the skill-removal option has no skill requirement to relax, so only ring membership (Option 1) changes who is offered the interaction.inferred
Bullseye routing overview · Option 1 and Option 2 sections, read with the Disregard skills definition · Checked 2026-09-30
6
Removing skills in bullseye rings works best when the queue uses the All skills matching or Best available skills evaluation method.
Bullseye routing overview · Option 2 section; note · Checked 2026-09-30
7
Bullseye routing on a queue lets the administrator define up to five rings.disputed
Create and configure queues · Routing tab; Bullseye routing; Option 1 and Option 2 · Checked 2026-09-30
8
Where skill matching is required, Genesys recommends adding only agents or groups that have the required skills as queue members.
Bullseye routing overview · Option 1 section; recommendation · Checked 2026-09-30
9
At most 50 skills can be removed on a single bullseye ring.
Create and configure queues · Routing tab; Bullseye routing; Skills to remove on exit · Checked 2026-09-30
10
The time between bullseye rings can be set from 2 to 259,200 seconds (72 hours).
Create and configure queues · Routing tab; Bullseye routing; ring timeout field · Checked 2026-09-30
11
The bullseye routing overview describes the selection pool expanding first to ring 5 and then to ring 6.disputed
Bullseye routing overview · Option 1 example and Option 2 example; final sentence of each · Checked 2026-09-30
12
A bullseye ring's skill-removal setting drops skills from evaluation in the next ring while the skills stay on the interaction.
Bullseye routing overview · Option 2 section · Checked 2026-09-30
13
Bullseye rings are populated either by assigning users or groups to ring numbers on the Members tab or by listing skills to remove on exit from each ring on the Routing tab.
Create and configure queues · Routing tab; Bullseye routing; Option 1 and Option 2 · Checked 2026-09-30
14
A call route can hold at most 4500 phone numbers.
Add a call route · Procedure; Inbound Numbers step · Checked 2026-09-30
15
Only call flows already published in Architect can be selected in a call route; unpublished flows cannot be associated.
Add a call route · Procedure; Route to step · Checked 2026-09-30
16
In Genesys Cloud, an administrator creates a queue from Menu > User Management > Queues.
Create and configure queues · Create a queue procedure; first step · Checked 2026-09-30
17
All skills matching selects the longest-idle agent who has every required skill and does not consider proficiency levels.
Routing and evaluation methods · Evaluation methods; All skills matching · Checked 2026-09-30
18
Best available skills examines the 100 agents with the longest time since their last interaction and selects the one with the highest average skill proficiency, using idle time as the tiebreaker.
Routing and evaluation methods · Evaluation methods; Best available skills · Checked 2026-09-30
19
Disregard skills, next agent ignores skill requirements and routes to the agent with the longest idle time.
Routing and evaluation methods · Evaluation methods; Disregard skills, next agent · Checked 2026-09-30
20
A queue's General tab takes a unique name without special characters and a required division assignment, and it can copy settings from an existing queue.
Create and configure queues · General tab section · Checked 2026-09-30
21
If no in-queue flow is selected on the queue's Voice tab, the organization's default in-queue flow is used.
Create and configure queues · Voice tab; In-Queue Flow · Checked 2026-09-30
22
Language outranks skill level: Genesys Cloud selects an agent who speaks the requested language over a more skilled agent who does not, and agents without the required language do not receive the interaction.
Add an ACD skill or language to a user · Introduction; languages note · Checked 2026-09-30
23
When choosing the next agent, Genesys Cloud looks back only 7 days to determine time since the last interaction.
Genesys Cloud ACD processing · Agent selection section · Checked 2026-09-30
24
On the Members tab, users can be filtered by division, group, language, location, reports-to or skill, and up to 100 users can be added at a time.
Create and configure queues · Members tab section; add users · Checked 2026-09-30
25
A Genesys Cloud queue can have at most 5000 members.
Create and configure queues · Members tab section · Checked 2026-09-30
26
When queues use different scoring methods, Genesys Cloud routes interactions from priority-score queues first.
Specify routing and evaluation methods · Scoring Method step; note on mixed methods · Checked 2026-09-30
27
An agent in several queues is assigned the highest-priority interaction across the queues they have joined, so interactions in one queue can wait longer than in others.
Genesys Cloud ACD processing · Multiple queues section · Checked 2026-09-30
28
An agent is available for ACD assignment only when on queue, either by setting On Queue status or by finishing a previous interaction.
Genesys Cloud ACD processing · Agent availability section · Checked 2026-09-30
29
To activate predictive routing from the queue details page, select Predictive Routing as the routing method, set the KPI and timeout, enable Use for All Queue Interactions, optionally enable Workload Balancing and Skill Matching, configure fallback routing and save.
Activate predictive routing on a queue · Activate from the queue details page procedure · Checked 2026-09-30
30
Genesys Cloud disables predictive routing on a queue that has no interactions for 30 continuous days.
Create and configure queues · Routing tab; Predictive routing · Checked 2026-09-30
31
When predictive routing finds no qualifying agent before the timeout, the interaction is routed by standard routing, the fallback routing method.
Agent selection process · Agent selection steps; timeout · Checked 2026-09-30
32
Changing the KPI on a predictive-routing queue after activation starts a new processing period.
Activate predictive routing on a queue · Activation procedure; KPI note · Checked 2026-09-30
33
Predictive routing supports inbound voice, email, asynchronous messages and third-party messaging platforms.
Predictive routing overview · Supported media section · Checked 2026-09-30
34
Each predictive-routing queue optimizes one KPI; average handle time and next contact avoidance are generally available and custom KPI is in beta.
Predictive routing overview · KPIs section · Checked 2026-09-30
35
Predictive routing is rolled out in three phases: benefit assessment, then a comparison test, then ongoing monitoring (80/20 split) or full activation.
Predictive routing overview · Implementation phases section · Checked 2026-09-30
36
Predictive routing filters agents on required language skills always and on non-language ACD skills only when Skill matching is enabled.
Agent selection process · Agent selection steps; filter step · Checked 2026-09-30
37
If a queue has three or fewer available agents, predictive routing does not score agents and uses standard routing.
Agent selection process · Agent selection; small-pool note · Checked 2026-09-30
38
The predictive routing timeout defaults to 30 seconds and can be changed under Advanced Settings.
Activate predictive routing on a queue · Activation procedure; timeout step · Checked 2026-09-30
39
Under the Genesys Cloud AI Experience token model, predictive routing consumes one token for every 17 interactions routed.
Genesys Cloud tokens model · Genesys Cloud AI Experience metering details; Predictive routing row · Checked 2026-09-30
40
When proficiency is scored, Genesys Cloud considers ACD skill and language skill proficiency together.
Routing and evaluation methods · Evaluation methods; Best available skills notes · Checked 2026-09-30
41
The Genesys Cloud assignment service disconnects a conversation after it has waited in queue for 59 days.
Genesys Cloud ACD processing · Interaction timeout note · Checked 2026-09-30
42
An agent or their supervisor must activate queues to choose which ones are worked when the agent goes on queue; activating or deactivating does not change queue membership.
Choose queues to work · Article introduction · Checked 2026-09-30
43
The Queues Activity Detail view shows a queue's waiting and interacting counts and agent statuses in real time, and supervisors can activate or deactivate agents from it.
Queues Activity Detail view · Article introduction; Activate or deactivate agents section · Checked 2026-09-30
44
Creating and configuring queues requires Routing > Queue Add, Edit, Delete, Join and View; Routing > Queue Member Manage; and Architect > UI View.
Create and configure queues · Prerequisites; required permissions list · Checked 2026-09-30
45
The queue Routing tab offers five routing methods: standard routing (the default), predictive, bullseye, preferred agent and conditional group routing.
Specify routing and evaluation methods · Routing Method step · Checked 2026-09-30
46
Changing a queue's scoring method while interactions are waiting can cause the waiting interactions to be assigned in an unexpected order.
Specify routing and evaluation methods · Scoring Method step; note · Checked 2026-09-30
47
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.
Specify routing and evaluation methods · Scoring Method step · Checked 2026-09-30
48
ACD skills and languages are created at Menu > User Management > ACD Skills and Languages, which requires the Routing > Skill > Manage permission.
Add an ACD skill · Procedure; first step and prerequisites · Checked 2026-09-30
49
Assigning ACD skills or languages to a user is done through the user's Edit ACD Skills option and requires the Routing > Skill > Assign permission.
Add an ACD skill or language to a user · Procedure and prerequisites · Checked 2026-09-30
50
The ACD Skills and Languages page has a Languages category and a Skills category; each entry takes a name and a division.
Add an ACD skill · Procedure steps 1-4 · Checked 2026-09-30
51
A user's skill proficiency is rated on a 0 to 5 star scale, where 0 is low and 5 is high, and Genesys Cloud can use the ratings to pick the most appropriate available agent.
Add a skill rating · Article body · Checked 2026-09-30
52
Standard routing offers three evaluation methods: All skills matching; Best available skills; and Disregard skills, next agent.
Specify routing and evaluation methods · Evaluation Method step · Checked 2026-09-30
53
The Architect Transfer to ACD action sets the target queue, a priority, required ACD skills, a language skill, up to 20 preferred agents with scores, and an optional in-queue flow override.
Transfer to ACD action · Action settings table · Checked 2026-09-30
54
The Transfer to ACD action has Success and Failure paths that the flow author must configure; the Failure path handles errors in the transfer.
Set up a Transfer to ACD action · Procedure; final step · Checked 2026-09-30
55
In a Transfer to ACD action, one point of priority is equivalent to one extra minute of waiting time.
Transfer to ACD action · Action settings; Priority · Checked 2026-09-30
56
Queue membership is built either from individual users or from a work team; the two cannot be combined on one queue.
Create and configure queues · Members tab section; add a work team · Checked 2026-09-30
57
A wrap-up code is created with a name of up to 256 characters, a description and a division, and it requires the Routing > Wrap-up Code permissions.
Add a wrap-up code · Procedure and prerequisites · Checked 2026-09-30
58
A wrap-up code that is not assigned to a specific division defaults to the All division.
Add a wrap-up code · Procedure; division step note · Checked 2026-09-30
59
Genesys recommends attaching wrap-up codes from the same division as the queue so wrap-up data in reports is accurate.
Add a wrap-up code to a queue · Best practice note · Checked 2026-09-30
60
Wrap-up codes are attached to a queue on its Wrap-up Codes tab by typing the code name, selecting it and clicking Add; each code can be removed with Remove.
Add a wrap-up code to a queue · Procedure steps · Checked 2026-09-30

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 30). Setting up queues and skills-based routing in Genesys Cloud. WarmTransfer. https://warmtransfer.net/guides/genesys-cloud-queue-setup

BibTeX

@misc{warmtransfer-genesys-cloud-queue-setup,
  title  = {Setting up queues and skills-based routing in Genesys Cloud},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/genesys-cloud-queue-setup},
  note   = {Verified 2026-09-30}
}