Genesys Cloud ACD processing

Publisher

Genesys

URL

https://help.genesys.cloud/articles/genesys-cloud-acd-processing/

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

• When choosing the next agent, Genesys Cloud looks back only 7 days to determine time since the last interaction. in context
• 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. in context
• An agent is available for ACD assignment only when on queue, either by setting On Queue status or by finishing a previous interaction. in context
• The Genesys Cloud assignment service disconnects a conversation after it has waited in queue for 59 days. in context
• When several interactions are waiting and an agent becomes free, the highest-ranked interaction routes first; ranking combines arrival time with priority. in context
• When ranking waiting interactions, one point of priority counts as roughly one extra minute of waiting time. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Genesys Cloud ACD processing. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-acd-processing

BibTeX

@misc{warmtransfer-genesys-help-acd-processing,
  title  = {Genesys Cloud ACD processing},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-acd-processing},
  note   = {Genesys, accessed 2026-09-24}
}