Advanced routing overview

Publisher

Genesys

URL

https://help.mypurecloud.com/?p=204014

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

• Advanced routing does not apply to outbound campaigns, except agent-owned records in preview campaigns, or to scheduled callbacks. in context
• When preferred agents are used with bullseye routing, Genesys Cloud considers preferred agents whether or not they have the required skills. in context
• Bullseye routing and preferred agent routing each allow up to six rings that widen the agent selection pool step by step. in context
• Direct routing sends interactions straight to dedicated personnel, so the customer does not wait in the queue. in context
• The number of preferred agent/score pairs can be raised from 20 to at most 100 by contacting Genesys support. in context
• Preferred agent scores range from 0 to 100, and the highest score marks the most preferred agent. in context
• Standard routing sends interactions to agents according to the queue's selected skills evaluation method. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Advanced routing overview. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-advanced-routing-overview

BibTeX

@misc{warmtransfer-genesys-help-advanced-routing-overview,
  title  = {Advanced routing overview},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-advanced-routing-overview},
  note   = {Genesys, accessed 2026-09-24}
}