Conditional group routing overview

Publisher

Genesys

URL

https://help.genesys.cloud/articles/conditional-group-routing-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

• Conditional group routing rules pair a KPI with agent availability, and Estimated Wait Time (EWT) is currently the only KPI available. in context
• Genesys plans no further enhancements to conditional group routing (CGR) and recommends migrating CGR rules to Conditional Group Activation (CGA). in context
• 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. in context

Cite this source record

APA

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

BibTeX

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