Routing and evaluation methods

Publisher

Genesys

URL

https://help.genesys.cloud/articles/acd-evaluation-routing-methods/

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Copyright Genesys; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• All skills matching selects the longest-idle agent who has every required skill and does not consider proficiency levels. in context
• 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. in context
• Disregard skills, next agent ignores skill requirements and routes to the agent with the longest idle time. in context
• When proficiency is scored, Genesys Cloud considers ACD skill and language skill proficiency together. in context
• All skills matching picks the agent with the longest time since last interaction among agents who have all required skills, and ignores proficiency. in context
• 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. in context
• Disregard skills, next agent picks the agent with the longest time since last interaction and does not consider skills. in context
• 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. in context
• When choosing the agent for the next interaction, Genesys Cloud only looks back 7 days. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Routing and evaluation methods. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-acd-evaluation-routing-methods

BibTeX

@misc{warmtransfer-genesys-help-acd-evaluation-routing-methods,
  title  = {Routing and evaluation methods},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-acd-evaluation-routing-methods},
  note   = {Genesys, accessed 2026-09-24}
}