# Genesys Cloud CX routing and Architect flows

Canonical: https://warmtransfer.net/knowledge/genesys-cloud-routing

Last verified: 2026-09-24

Architect flows define call, message, and email processing sequences in Genesys Cloud CX, connecting inbound interactions to queues and handling[^33][^44]. Interactions route through automated menus and tasks to automated ACD distribution, skill evaluation methods, and agent assignment rules[^49][^48].

## Architect Flow Authoring and Lifecycle

The Architect Flows menu offers Inbound Call, Inbound Message, and Inbound Email flow types[^33]. Architect also provides separate In-Queue Call, In-Queue Email, and In-Queue Message flow types[^32].

- An Architect flow name can be at most 200 characters long[^30].
- 2 flows of the same type cannot share a name, but flows of different types can share a name[^31].
- Architect runs at most 10,000 actions per flow invocation[^2].
- Checking a flow in releases the author's checkout, and when another editor checks it out, Architect creates a new version number for the flow[^19].
- Once an Architect flow is published, it is no longer open for editing[^45].
- When an existing flow is updated and published again, the new configuration takes effect immediately[^46].
- Architect exports flows in YAML with a `.yaml` extension, which can be edited in a text editor and imported back using Archy[^60].

## In-Queue Flows

In-queue flows are built from a Task; Menus and Reusable Tasks are not available in them[^36]. The default in-queue flow cannot be deleted, and its name and description cannot be edited[^20]. Furthermore, the default in-queue flow is not published automatically; administrators must publish it before it can handle calls waiting in queue[^21].

- For a single email or message interaction, Architect opens at most 30 in-queue flows[^34].
- In-queue email and in-queue message flows can run for at most 72 hours[^35].

## Call Routing and Schedules

After publication, Architect makes a flow available on the Call Routing or Message Routing admin page, where administrators assign it to numbers and schedules[^44]. A call route maps a dialed address (telephone number) to an inbound call flow, directing callers who dial that number into that flow[^9]. Only call flows already published in Architect can be selected in a call route[^10].

A call route can use a schedule group to choose between open, closed, and holiday call flows[^11]. Call routes can also name an emergency group with an emergency call flow[^11]. An emergency flow on a call route takes effect only after the emergency group is activated[^24].

## Transfer to ACD and Queue Processing

The Transfer to ACD action is available in call flow menus, as well as in inbound and task flow sequences for in-queue call, chat, email, voice bot, and digital bot flows[^49]. The action allows overriding the default in-queue handling to choose the specific in-queue flow that the customer hears while on hold[^50]. Any skill expression filter supplied to Transfer to ACD must first have been evaluated with the Evaluate Skill Expression Filters action[^53].

Interaction priority and agent targeting are configured directly within the transfer action:
- In literal mode, the Transfer to ACD priority value ranges from -25,000,000 to 25,000,000[^52].
- When ranking waiting interactions during an interaction surplus where an agent becomes free, the highest-ranked interaction routes first, combining arrival time with priority[^37]. 1 point of priority counts as roughly 1 extra minute of waiting time[^43].
- Transfer to ACD accepts up to 20 preferred agent/score pairs built with functions such as `MakeAgentScorePair` and `MakeListAgentScorePair`[^51].
- Preferred agent scores range from 0 to 100, with the highest score marking the most preferred agent[^42]. A preferred agent's score decides which ring the agent is placed in rather than which specific agent receives the interaction; selection within the eligible pool follows criteria such as time since last interaction[^47].

## Routing Methods and Evaluation

- **Standard Routing:** Sends interactions to agents according to the queue's selected skills evaluation method[^48].
- **Direct Routing:** Sends interactions straight to dedicated personnel so the customer does not wait in the queue[^23]. Direct routing is not available for inbound or in-queue chat flows[^22].
- **Bullseye Routing:** Allows up to 6 rings that widen the agent selection pool step by step[^7]. Preferred agent routing also allows up to 6 rings[^7]. When preferred agents are used alongside bullseye routing, Genesys Cloud considers preferred agents whether or not they have the required skills[^5].

| Evaluation Method | Selection Logic | Skill Requirement |
| --- | --- | --- |
| Best available skills | Looks at the 100 agents with longest time since last interaction; idle time breaks ties[^27]. | Routes to highest average proficiency among agents with all required skills[^27]. |
| All skills matching | Picks the agent with the longest time since last interaction[^26]. | Requires all skills, but ignores proficiency[^26]. |
| Disregard skills, next agent | Picks the agent with the longest time since last interaction[^28]. | Does not consider skills[^28]. |

Under best available skills or all skills matching, if no agent with all required skills is available, the call waits until one becomes available[^29]. When choosing the agent for the next interaction, Genesys Cloud only looks back 7 days[^38].

## Dynamic Group Routing

Conditional group routing (CGR) rules pair an interaction KPI with agent availability, and Estimated Wait Time (EWT) is currently the only KPI available[^16]. CGR evaluates rules in order; if an interaction is still unassigned when a rule's wait period expires, Genesys Cloud moves to the next rule[^18]. Genesys plans no further enhancements to CGR and recommends migrating CGR rules to Conditional Group Activation (CGA)[^17].

CGA acts as a gatekeeper for agent groups, meaning a routing method can consider a group's agents only while CGA has made that group available[^14]. CGA cannot be configured on a queue that has CGR enabled[^13]. CGA evaluates its rules periodically; the documentation gives "every 30 seconds" as an example, not as a guaranteed interval[^15].

## Agent Utilization

By default, an agent can handle simultaneously 1 voice call, 1 callback, 1 email, up to 4 chats, up to 4 messages, and up to 4 workitems[^55]. Non-ACD calls are not counted toward overall ACD utilization[^58]. Genesys recommends not letting calls and callbacks interrupt each other, because doing so can lengthen wait times for customers who chose a callback[^54].

## See also

- See also [Genesys Cloud CX telephony and BYOC](https://warmtransfer.net/knowledge/genesys-cloud-telephony).

## Applicability

Applies to: Genesys Cloud CX Architect and Genesys Cloud CX. Deployments: multi-tenant. Sources checked 2026-09-24.

## What remains uncertain

- Which Genesys Cloud CX license tiers or add-ons include bullseye, preferred agent, predictive routing, and CGA is not covered by the sources below.
- Genesys AI Experience and agentic AI routing features and token-based metering are not covered by the sources below.
- A full Architect vs Webex Flow Designer terminology crosswalk (such as queues, skills, and bullseye versus skill relaxation and event flows) is not covered by the sources below.
- The behaviour of interactions already executing a flow when a new version is published is not covered by the sources below.
- Bullseye ring timeout configuration defaults, ranges, and final-ring behaviour are not covered by the sources below.
- What happens when an in-queue call flow reaches its end (such as looping or hold music) and in-queue call duration limits are not covered by the sources below.
- Predictive routing data volume prerequisites and which side of the comparison split is predictive are not covered by the sources below.
- Last agent routing mechanics and interaction with preferred agent routing for email, messaging, and callbacks are not covered by the sources below.

## Sources

[^1]: Menu entries, menu actions and task actions count toward the Architect action limit; entering a task does not. Source: [How many actions can I run in a flow?](https://help.genesys.cloud/faqs/how-many-actions-can-i-run-in-a-flow/), FAQ: How many actions can I run in a flow? counting paragraph. Checked 2026-09-24.
[^2]: Architect runs at most 10,000 actions per flow invocation. Source: [How many actions can I run in a flow?](https://help.genesys.cloud/faqs/how-many-actions-can-i-run-in-a-flow/), FAQ: How many actions can I run in a flow? answer paragraph 1. Checked 2026-09-24.
[^3]: If error handling jumps to a menu or reusable task, Architect allows 1,000 extra actions, for 11,000 in total before a silent disconnect. Source: [How many actions can I run in a flow?](https://help.genesys.cloud/faqs/how-many-actions-can-i-run-in-a-flow/), FAQ: How many actions can I run in a flow? error handling paragraph. Checked 2026-09-24.
[^4]: Advanced routing does not apply to outbound campaigns, except agent-owned records in preview campaigns, or to scheduled callbacks. Source: [Advanced routing overview](https://help.mypurecloud.com/?p=204014), Advanced routing overview: supported and unsupported interaction types. Checked 2026-09-24.
[^5]: When preferred agents are used with bullseye routing, Genesys Cloud considers preferred agents whether or not they have the required skills. Source: [Advanced routing overview](https://help.mypurecloud.com/?p=204014), Advanced routing overview: Preferred agent routing section. Checked 2026-09-24.
[^6]: Bullseye rings can widen the pool either by lowering proficiency levels for the same skills or by removing skills per ring through a 'Skills to remove' setting. Source: [Bullseye routing overview](https://help.genesys.cloud/articles/bullseye-routing-overview/), Bullseye routing overview: sections 'expand agent pool by adding skill expression groups' and 'expand agent pool by relaxing skill requirement'. Checked 2026-09-24.
[^7]: Bullseye routing and preferred agent routing each allow up to six rings that widen the agent selection pool step by step. Source: [Advanced routing overview](https://help.mypurecloud.com/?p=204014), Advanced routing overview: Bullseye routing and Preferred agent routing sections. Checked 2026-09-24.
[^8]: One call route can hold up to 4500 inbound numbers. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route: inbound numbers step. Checked 2026-09-24.
[^9]: A call route maps a dialed address (telephone number) to an inbound call flow, so callers who dial that number enter that flow. Source: [Call routing overview](https://help.genesys.cloud/articles/about-call-routing/), Call routing overview: introductory paragraph. Checked 2026-09-24.
[^10]: Only call flows already published in Architect can be selected in a call route. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route: call flow selection step. Checked 2026-09-24.
[^11]: A call route can use a schedule group to choose between open, closed and holiday call flows, and can name an emergency group with an emergency call flow. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route: schedule group, holiday routing and emergency group steps. Checked 2026-09-24.
[^12]: CGA works with standard, bullseye, preferred agent and predictive routing, but not with direct routing or last agent routing. Source: [Conditional Group Activation overview](https://help.genesys.cloud/articles/conditional-group-activation-overview/), Conditional Group Activation overview: routing method compatibility. Checked 2026-09-24.
[^13]: CGA cannot be configured on a queue that has CGR enabled. Source: [Conditional Group Activation overview](https://help.genesys.cloud/articles/conditional-group-activation-overview/), Conditional Group Activation overview: CGA and CGR comparison. Checked 2026-09-24.
[^14]: CGA acts as a gatekeeper for agent groups: a routing method can consider a group's agents only while CGA has made that group available. Source: [Conditional Group Activation overview](https://help.genesys.cloud/articles/conditional-group-activation-overview/), Conditional Group Activation overview: CGA and routing methods. Checked 2026-09-24.
[^15]: CGA evaluates its rules periodically; the source gives 'every 30 seconds' as an example, not as a guaranteed interval. Source: [Conditional Group Activation overview](https://help.genesys.cloud/articles/conditional-group-activation-overview/), Conditional Group Activation overview: evaluation process. Checked 2026-09-24.
[^16]: Conditional group routing rules pair a KPI with agent availability, and Estimated Wait Time (EWT) is currently the only KPI available. Source: [Conditional group routing overview](https://help.genesys.cloud/articles/conditional-group-routing-overview/), Conditional group routing overview: rules section. Checked 2026-09-24.
[^17]: Genesys plans no further enhancements to conditional group routing (CGR) and recommends migrating CGR rules to Conditional Group Activation (CGA). Source: [Conditional group routing overview](https://help.genesys.cloud/articles/conditional-group-routing-overview/), Conditional group routing overview: CGA notice. Checked 2026-09-24.
[^18]: Conditional group routing evaluates rules in order; if an interaction is still unassigned when a rule's wait period expires, Genesys Cloud moves to the next rule. Source: [Conditional group routing overview](https://help.genesys.cloud/articles/conditional-group-routing-overview/), Conditional group routing overview: agent selection process. Checked 2026-09-24.
[^19]: Checking a flow in releases the author's checkout. When another editor then checks it out, Architect creates a new version number for the flow. Source: [Maintain a flow](https://help.genesys.cloud/articles/maintain-a-call-flow/), Maintain a flow: Save and check in section. Checked 2026-09-24.
[^20]: The default in-queue flow cannot be deleted, and its name and description cannot be edited. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview: default in-queue flow paragraph. Checked 2026-09-24.
[^21]: The default in-queue flow is not published automatically; it must be published before it can handle calls waiting in queue. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview: default in-queue flow paragraph. Checked 2026-09-24.
[^22]: Direct routing is not available for inbound or in-queue chat flows. Source: [Transfer to ACD action](https://help.genesys.cloud/articles/transfer-acd-action/), Transfer to ACD action: notes. Checked 2026-09-24.
[^23]: Direct routing sends interactions straight to dedicated personnel, so the customer does not wait in the queue. Source: [Advanced routing overview](https://help.mypurecloud.com/?p=204014), Advanced routing overview: Direct routing section. Checked 2026-09-24.
[^24]: An emergency flow on a call route takes effect only after the emergency group is activated. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route: emergency group step. Checked 2026-09-24.
[^25]: Emergency groups are managed under Menu > Orchestration > Routing > Emergency Groups. Source: [Emergencies](https://help.genesys.cloud/?p=150904), Emergencies: access path. Checked 2026-09-24.
[^26]: All skills matching picks the agent with the longest time since last interaction among agents who have all required skills, and ignores proficiency. Source: [Routing and evaluation methods](https://help.genesys.cloud/articles/acd-evaluation-routing-methods/), Routing and evaluation methods: Evaluation methods > All skills matching. Checked 2026-09-24.
[^27]: Best available skills looks at the 100 agents with the longest time since last interaction, keeps those who have all required skills, and routes to the one with the highest average proficiency; idle time breaks ties. Source: [Routing and evaluation methods](https://help.genesys.cloud/articles/acd-evaluation-routing-methods/), Routing and evaluation methods: Evaluation methods > Best available skills. Checked 2026-09-24.
[^28]: Disregard skills, next agent picks the agent with the longest time since last interaction and does not consider skills. Source: [Routing and evaluation methods](https://help.genesys.cloud/articles/acd-evaluation-routing-methods/), Routing and evaluation methods: Evaluation methods > Disregard skills, next agent. Checked 2026-09-24.
[^29]: Under best available skills or all skills matching, if no agent with all the required skills is available, the call waits until one becomes available. Source: [Routing and evaluation methods](https://help.genesys.cloud/articles/acd-evaluation-routing-methods/), Routing and evaluation methods: Evaluation methods. Checked 2026-09-24.
[^30]: An Architect flow name can be at most 200 characters long. Source: [Create a flow](https://help.mypurecloud.com/articles/create-a-flow/), Create a flow: flow name step. Checked 2026-09-24.
[^31]: Two flows of the same type cannot share a name, but flows of different types can. Source: [Create a flow](https://help.mypurecloud.com/articles/create-a-flow/), Create a flow: naming note. Checked 2026-09-24.
[^32]: Architect has separate In-Queue Call, In-Queue Email and In-Queue Message flow types. Source: [Create a flow](https://help.mypurecloud.com/articles/create-a-flow/), Create a flow: flow-type list (Flows > In-Queue Call / In-Queue Email / In-Queue Message). Checked 2026-09-24.
[^33]: The Architect Flows menu offers Inbound Call, Inbound Message and Inbound Email flow types. Source: [Create a flow](https://help.mypurecloud.com/articles/create-a-flow/), Create a flow: flow-type list (Flows > Inbound Call / Inbound Message / Inbound Email). Checked 2026-09-24.
[^34]: For a single email or message interaction, Architect opens at most 30 in-queue flows. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview: email and message limits. Checked 2026-09-24.
[^35]: In-queue email and in-queue message flows can run for at most 72 hours. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview: flow duration paragraph. Checked 2026-09-24.
[^36]: In-queue flows are built from a Task; Menus and Reusable Tasks are not available in them. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview: flow structure paragraph. Checked 2026-09-24.
[^37]: When several interactions are waiting and an agent becomes free, the highest-ranked interaction routes first; ranking combines arrival time with priority. Source: [Genesys Cloud ACD processing](https://help.genesys.cloud/articles/genesys-cloud-acd-processing/), Genesys Cloud ACD processing: Scenario 2 (interaction surplus). Checked 2026-09-24.
[^38]: When choosing the agent for the next interaction, Genesys Cloud only looks back 7 days. Source: [Routing and evaluation methods](https://help.genesys.cloud/articles/acd-evaluation-routing-methods/), Routing and evaluation methods: Evaluation methods note. Checked 2026-09-24.
[^39]: In its ongoing value-monitoring phase, predictive routing splits traffic 80/20 with baseline routing. Source: [Predictive routing overview](https://help.mypurecloud.com/articles/predictive-routing-overview/), Predictive routing overview: activation phases. Checked 2026-09-24.
[^40]: Predictive routing is configured per queue and optimizes one KPI per queue: Average Handle Time and Next contact avoidance are generally available, and Custom KPI is in beta. Source: [Predictive routing overview](https://help.mypurecloud.com/articles/predictive-routing-overview/), Predictive routing overview: KPI section. Checked 2026-09-24.
[^41]: The number of preferred agent/score pairs can be raised from 20 to at most 100 by contacting Genesys support. Source: [Advanced routing overview](https://help.mypurecloud.com/?p=204014), Advanced routing overview: Preferred agent routing section. Checked 2026-09-24.
[^42]: Preferred agent scores range from 0 to 100, and the highest score marks the most preferred agent. Source: [Advanced routing overview](https://help.mypurecloud.com/?p=204014), Advanced routing overview: Preferred agent routing section. Checked 2026-09-24.
[^43]: When ranking waiting interactions, one point of priority counts as roughly one extra minute of waiting time. Source: [Genesys Cloud ACD processing](https://help.genesys.cloud/articles/genesys-cloud-acd-processing/), Genesys Cloud ACD processing: Scenario 2 (interaction surplus). Checked 2026-09-24.
[^44]: After publication, Architect makes the flow available on the Call Routing or Message Routing admin page, where administrators assign it to numbers and schedules. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow: paragraph after the publish steps. Checked 2026-09-24.
[^45]: Once an Architect flow is published, it is no longer open for editing. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow: closing paragraph. Checked 2026-09-24.
[^46]: When an existing flow is updated and published again, the new configuration takes effect immediately. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow: note on updating existing flows. Checked 2026-09-24.
[^47]: 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. Source: [Transfer to ACD action](https://help.genesys.cloud/articles/transfer-acd-action/), Transfer to ACD action: Preferred Agents field. Checked 2026-09-24.
[^48]: Standard routing sends interactions to agents according to the queue's selected skills evaluation method. Source: [Advanced routing overview](https://help.mypurecloud.com/?p=204014), Advanced routing overview: Standard routing section. Checked 2026-09-24.
[^49]: The Transfer to ACD action is available in call flow menus, and in inbound and task flow sequences for in-queue call, chat, email, voice bot and digital bot flows. Source: [Transfer to ACD action](https://help.genesys.cloud/articles/transfer-acd-action/), Transfer to ACD action: introductory paragraph. Checked 2026-09-24.
[^50]: The Transfer to ACD action can override the default in-queue handling to choose the in-queue flow that the customer hears while on hold. Source: [Transfer to ACD action](https://help.genesys.cloud/articles/transfer-acd-action/), Transfer to ACD action: Override default in-queue handling field. Checked 2026-09-24.
[^51]: In Architect, the Transfer to ACD action accepts up to 20 preferred agent/score pairs, built with functions such as MakeAgentScorePair and MakeListAgentScorePair. Source: [Transfer to ACD action](https://help.genesys.cloud/articles/transfer-acd-action/), Transfer to ACD action: Preferred Agents field. Checked 2026-09-24.
[^52]: In literal mode, the Transfer to ACD priority value ranges from -25,000,000 to 25,000,000. Source: [Set up a Transfer to ACD action](https://help.genesys.cloud/articles/set-up-a-transfer-to-acd-action/), Set up a Transfer to ACD action: Priority step. Checked 2026-09-24.
[^53]: A skill expression filter supplied to Transfer to ACD must first have been evaluated with the Evaluate Skill Expression Filters action. Source: [Transfer to ACD action](https://help.genesys.cloud/articles/transfer-acd-action/), Transfer to ACD action: Skill Expression Filters field. Checked 2026-09-24.
[^54]: Genesys recommends not letting calls and callbacks interrupt each other, because doing so can lengthen wait times for customers who chose a callback. Source: [Agent utilization](https://help.genesys.cloud/articles/utilization/), Agent utilization: interruptible interactions note. Checked 2026-09-24.
[^55]: By default, an agent can handle at the same time one voice call, one callback, one email, up to four chats, up to four messages and up to four workitems. Source: [Agent utilization](https://help.genesys.cloud/articles/utilization/), Agent utilization: default utilization list. Checked 2026-09-24.
[^56]: A Genesys FAQ states that the maximum utilization capacity for each interaction type is 25 (disputed). Source: [When configuring utilization, what is the maximum capacity for each interaction type?](https://help.genesys.cloud/faqs/when-configuring-utilization-what-is-the-maximum-capacity-for-each-interaction-type/), FAQ answer paragraph. Checked 2026-09-24.
[^57]: A Genesys announcement dated 2024-06-08, effective 2024-07-10, says administrators can raise an agent's maximum utilization capacity from 25 to 50, matching the organization's maximum (disputed). Source: [Increased agent utilization capacity](https://help.genesys.cloud/announcements/increased-agent-utilization-capacity/), Announcement body. Checked 2026-09-24.
[^58]: Non-ACD calls are not counted toward overall ACD utilization. Source: [Agent utilization](https://help.genesys.cloud/articles/utilization/), Agent utilization: non-ACD interactions note. Checked 2026-09-24.
[^59]: Crosswalk: Architect's Transfer to ACD action plays roughly the role of the Queue Contact activity in Webex Contact Center Flow Designer. Both put the contact in a queue and set its priority, but they state priority differently: Genesys treats one priority point as about one minute of wait time, while Webex says the highest-priority contact across all queues goes to the next available agent (inferred). Source: [Build and manage flows with Flow Designer](https://help.webex.com/en-us/article/nhovcy4/Build-and-manage-flows-with-Flow-Designer), Flow Designer article (updated 2026-09-03): Queue Contact activity, priority description. Checked 2026-09-24.
[^60]: Architect exports flows in YAML with a .yaml extension; they can be edited in a text editor and imported back with Archy. Source: [Define Architect flows using YAML](https://help.genesys.cloud/articles/define-architect-flows-using-yaml/), Define Architect flows using YAML: export and edit paragraph. Checked 2026-09-24.