Troubleshooting Genesys Cloud interactions that do not route

See also

Sources

1. 1
   Activating or deactivating a queue does not change the agent's queue membership.

   Choose queues to work · Activate queues section, note · Checked 2026-10-02
2. 2
   The Transfer to ACD action automatically takes its Failure path if the network experiences connectivity issues.

   Transfer to ACD action · Failure outputs · Checked 2026-10-02
3. 3
   If only the flow's default ACD language skill is set, agents must have that language to receive the transferred interaction; if neither is set, no language skill is required.

   Language skills in Architect · Language skill decision table · Checked 2026-10-02
4. 4
   When both the flow's default ACD language skill and a language skill on the Transfer to ACD action are set, the Transfer to ACD language skill determines the required agent language.

   Language skills in Architect · Language skill decision table · Checked 2026-10-02
5. 5
   The Transfer to ACD action accepts up to 20 preferred agent/score pairs; supplying more makes the flow take the Failure output with errorType TooManyPreferredAgents.

   Transfer to ACD action · Preferred Agents setting and Failure outputs · Checked 2026-10-02
6. 6
   On the Transfer to ACD action, one point of priority is equivalent to one minute of waiting time.

   Transfer to ACD action · Priority setting · Checked 2026-10-02
7. 7
   When auto answer is enabled for a channel, the alerting timeout does not apply and the setting is unavailable.

   Set channel behavior and thresholds · Voice channel and Chat/Message channel sections, auto answer note · Checked 2026-10-02
8. 8
   At most 50 skills can be removed on a single bullseye ring.

   Specify routing and evaluation methods · Bullseye routing configuration, Skills to remove on exit · Checked 2026-10-02
9. 9
   The Specify routing settings article refers both to defining up to five bullseye rings and to adding rings up to six; a plausible reading is five configurable rings plus a final catch-all ring, but the page does not say so explicitly.inferred

   Specify routing and evaluation methods · Bullseye routing configuration, ring definition and Add Ring step · Checked 2026-10-02
10. 10
    A bullseye ring's time interval can be set from a minimum of 2 seconds to a maximum of 259,200 seconds (72 hours).

    Specify routing and evaluation methods · Bullseye routing configuration, Time Interval box · Checked 2026-10-02
11. 11
    In bullseye routing each ring acts as a sub-queue of assigned agents; evaluation starts at the innermost ring and widens to outer rings when no agent becomes available within the ring's timeout.

    Bullseye routing overview · How bullseye routing works · Checked 2026-10-02
12. 12
    With the bullseye skill-removal option, skills removed on a ring stay on the interaction but are dropped from evaluation in the next ring.

    Bullseye routing overview · Option 2: skill removal · Checked 2026-10-02
13. 13
    Conditional group routing supports up to five rules, and after the last rule the interaction keeps waiting without a further fallback routing method.

    Specify routing and evaluation methods · Conditional group routing configuration · Checked 2026-10-02
14. 14
    An interaction's Details tab shows its queue, direction, start and end times, participants, disconnect reasons, wrap-ups, flow-set participant data and SIP diagnostics such as traces and PCAP files.

    View an interaction's Details tab · Details tab sections · Checked 2026-10-02
15. 15
    Viewing an interaction's Details tab requires at least Analytics > Conversation Detail > View and Conversation > Communication > View.

    View an interaction's Details tab · Prerequisites · Checked 2026-10-02
16. 16
    With All skills matching evaluation, ACD selects the agent who has all of the required skills and the longest time since last interaction, without considering skill ratings.

    Routing and evaluation methods · Evaluation methods, All skills matching · Checked 2026-10-02
17. 17
    With Best available skills evaluation, ACD looks at the 100 longest-idle agents who have the required skills and picks the one with the highest average proficiency in the requested skills, using idle time as the tiebreaker.

    Routing and evaluation methods · Evaluation methods, Best available skills · Checked 2026-10-02
18. 18
    With Disregard skills, next agent evaluation, ACD selects the agent with the longest time since last interaction and does not consider agent skills.

    Routing and evaluation methods · Evaluation methods, Disregard skills, next agent · Checked 2026-10-02
19. 19
    Practitioners report chats going to an agent already handling several chats rather than to a newly available agent, attributed in the thread to the time-since-last-interaction counter resetting when an interaction disconnects.field report

    Chat Interaction Distribution not routing to available agents on queue but to an agent already taking multiple chat interactions · Original post and reply explaining the availability counter · Checked 2026-10-02
20. 20
    An agent who does not have the language requested for an interaction does not receive that interaction, regardless of the agent's ACD skills.

    Add an ACD skill or language to a user · Introductory section on languages versus ACD skills · Checked 2026-10-02
21. 21
    When one agent speaks the requested language and another is more skilled but does not, Genesys Cloud selects the agent who speaks the language.

    Add an ACD skill or language to a user · Introductory section on languages versus ACD skills · Checked 2026-10-02
22. 22
    Manual Assignment works only when Enable Manual Assignment is turned on in the queue configuration.

    Manually assign waiting interactions · Prerequisites · Checked 2026-10-02
23. 23
    Manual Assignment of a waiting interaction ignores skills, languages, priority, time in queue and utilization.

    Manually assign waiting interactions · Note on Manual Assignment behaviour · Checked 2026-10-02
24. 24
    Waiting interactions are manually assigned from the Queues Activity Detail view (reached from Performance > Workspace > Queues Activity) by choosing Assign to Other or Assign to Self from the interaction's more menu.

    Manually assign waiting interactions · Assign waiting interactions, steps 1-4 · Checked 2026-10-02
25. 25
    Assigning a waiting interaction to another agent requires the media-specific Assign permission (for example Call Assign), while assigning it to yourself requires the media-specific Pull permission.

    Manually assign waiting interactions · Prerequisites, permissions list · Checked 2026-10-02
26. 26
    A waiting interaction can be manually assigned only to an agent in Idle, Interacting or Communicating routing status, not to an agent who is Alerting or Not Responding.

    Manually assign waiting interactions · Assign waiting interactions section, eligible agent statuses · Checked 2026-10-02
27. 27
    While in Not Responding, an agent does not receive new interactions.

    What does Not responding mean? · FAQ answer · Checked 2026-10-02
28. 28
    An agent who declines or fails to answer an interaction within the queue's Alerting Timeout is placed in Not Responding and the interaction returns to the queue.

    What does Not responding mean? · FAQ answer, first paragraph · Checked 2026-10-02
29. 29
    An agent leaves Not Responding by clicking Make eligible for interactions, or can instead click Go off queue.

    What does Not responding mean? · FAQ answer, recovery · Checked 2026-10-02
30. 30
    Off Queue means the agent is logged on but not accepting new interactions; On Queue means logged on and ready to accept new interactions.

    On queue and off queue · Status definitions · Checked 2026-10-02
31. 31
    Toggling On Queue requires the Routing > Agent > Onqueue permission.

    On queue and off queue · Prerequisites · Checked 2026-10-02
32. 32
    When a preferred agent rule times out, Genesys Cloud expands the pool by adding the eligible agents from the next rule.

    Preferred agent routing behavior · Routing behaviour example · Checked 2026-10-02
33. 33
    Preferred agent routing only routes to preferred agents who belong to the queue the interaction is routed to; if they do not, the preferred-agent timeout is skipped.

    Preferred agent routing behavior · Queue membership requirement · Checked 2026-10-02
34. 34
    Preferred agent routing sends interactions to preferred agents first regardless of whether they have the required ACD skills and language skills.

    Preferred agent routing behavior · Skills consideration · Checked 2026-10-02
35. 35
    Preferred agent routing considers only agents who are on queue, and skips agents who are fully utilized or not active on that queue.

    Preferred agent routing behavior · Agent availability criteria · Checked 2026-10-02
36. 36
    The Active and Available queue lists show only queues the agent is already a member of, so an agent cannot activate a queue they have not been made a member of.

    Choose queues to work · Activate queues section · Checked 2026-10-02
37. 37
    Activating and deactivating queues requires the Routing > Queue > Join and Routing > Queue > View permissions.

    Choose queues to work · Prerequisites · Checked 2026-10-02
38. 38
    The queues in an agent's Active Queues list are the queues the agent works after selecting On Queue; a deactivated queue is not worked.

    Choose queues to work · Activate queues section · Checked 2026-10-02
39. 39
    Genesys Cloud queues offer standard, bullseye, conditional group, preferred agent and predictive routing methods.

    Routing and evaluation methods · Routing methods · Checked 2026-10-02
40. 40
    Adding ACD skills or languages to a user requires the Routing > Skill > Assign permission and is done through Edit ACD Skills on the user in User Management.

    Add an ACD skill or language to a user · Prerequisites and steps · Checked 2026-10-02
41. 41
    A manually assigned interaction that the agent declines or does not answer returns to the queue.

    Manually assign waiting interactions · Assign waiting interactions, notes after steps · Checked 2026-10-02
42. 42
    An agent on an active ACD call still receives alerts for personal calls regardless of the Count non-ACD calls setting.

    Agent utilization · Count non-ACD calls in utilization capacity, exception · Checked 2026-10-02
43. 43
    At the agent level, the maximum utilization capacity for each interaction type is 50.

    Configure utilization at the agent level · Configure utilization steps, capacity note · Checked 2026-10-02
44. 44
    Agent-level utilization settings override organization-level utilization settings; otherwise the organization settings apply to each agent.

    Configure utilization at the agent level · Introduction · Checked 2026-10-02
45. 45
    Genesys announced on 2024-06-08 that the agent-level maximum utilization capacity would rise from 25 to 50, effective 2024-07-10.

    Increased agent utilization capacity · Announcement body and dates · Checked 2026-10-02
46. 46
    Genesys recommends not allowing calls and callbacks to interrupt each other in utilization settings.

    Agent utilization · Interruptible media types · Checked 2026-10-02
47. 47
    By default an agent can handle one call, one email, one callback, and up to four chats, four messages and four workitems at the same time.

    Agent utilization · Default utilization · Checked 2026-10-02
48. 48
    Agent utilization sets the maximum number of concurrent interactions Genesys Cloud ACD can assign to an agent, across calls, chats, emails, messages, callbacks and workitems.

    Agent utilization · Introduction · Checked 2026-10-02
49. 49
    With Count non-ACD calls in utilization capacity enabled, an agent on a personal or non-ACD call is treated as at full capacity and receives no new ACD call alerts.

    Agent utilization · Count non-ACD calls in utilization capacity · Checked 2026-10-02
50. 50
    To count non-ACD calls toward capacity, an admin enables Count non-ACD calls in utilization capacity under Utilization and sets voice capacity to 1.

    Agent utilization · Count non-ACD calls in utilization capacity, steps · Checked 2026-10-02
51. 51
    The org-level utilization article states that the maximum capacity for each interaction type is 25.disputed

    Configure utilization at the org level · Configure utilization steps, capacity note · Checked 2026-10-02
52. 52
    The 2024 capacity announcement states that the organization-level utilization settings already allowed a capacity of up to 50 before the agent-level increase.disputed

    Increased agent utilization capacity · Announcement body · Checked 2026-10-02
53. 53
    Configuring utilization requires the Routing > Utilization > Manage and Routing > Utilization > View permissions.

    Configure utilization at the agent level · Prerequisites · Checked 2026-10-02
54. 54
    For the voice channel, the queue Alerting Timeout can be set between 7 and 59 seconds.

    Set channel behavior and thresholds · Voice channel section, Alerting Timeout · Checked 2026-10-02
55. 55
    Genesys Cloud documents that an interaction can also wait because the queue's agents are already fully utilized for that interaction's media type.

    Manually assign waiting interactions · Introductory paragraph (why interactions wait) · Checked 2026-10-02
56. 56
    Genesys Cloud documents that an interaction can sit in a queue because the skills assigned to it in the call flow do not match the skills of any available agent in the queue.

    Manually assign waiting interactions · Introductory paragraph (why interactions wait) · Checked 2026-10-02
57. 57
    The Waiting and Interacting lists show at most 100 interactions per media type across both lists, and only 50 for a media type that has more than 100.

    Queues Activity Detail view · Interaction panel, display limits note · Checked 2026-10-02
58. 58
    The Waiting list in the Queues Activity Detail view shows each waiting interaction's requested skills, requested routing methods, priority and time in queue.

    Queues Activity Detail view · Interaction panel columns: Skills, Routing, Priority, Duration · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Genesys Cloud interactions that do not route. WarmTransfer. https://warmtransfer.net/knowledge/genesys-cloud-routing-troubleshooting

@misc{warmtransfer-genesys-cloud-routing-troubleshooting,
  title  = {Troubleshooting Genesys Cloud interactions that do not route},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/genesys-cloud-routing-troubleshooting},
  note   = {Verified 2026-10-02}
}