Conditional Group Activation overview

Publisher

Genesys

URL

https://help.genesys.cloud/articles/conditional-group-activation-overview/

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

• CGA works with standard, bullseye, preferred agent and predictive routing, but not with direct routing or last agent routing. in context
• CGA cannot be configured on a queue that has CGR enabled. in context
• 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. in context
• CGA evaluates its rules periodically; the source gives 'every 30 seconds' as an example, not as a guaranteed interval. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Conditional Group Activation overview. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-conditional-group-activation

BibTeX

@misc{warmtransfer-genesys-help-conditional-group-activation,
  title  = {Conditional Group Activation overview},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-conditional-group-activation},
  note   = {Genesys, accessed 2026-09-24}
}