Create and configure queues

Publisher

Genesys

URL

https://help.mypurecloud.com/?p=18650

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

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

Source notes citing this source

• A queue's after call work setting is one of Optional; Mandatory discretionary; Mandatory time-boxed; Mandatory time-boxed no early exit; or Agent requested. in context
• If an agent does not assign a wrap-up code before a time-boxed ACW timeout expires, Genesys Cloud assigns the ININ-WRAP-UP-TIMEOUT code. in context
• The voice alerting timeout on a queue ranges from 7 to 59 seconds. in context
• Bullseye routing on a queue lets the administrator define up to five rings. disputed in context
• At most 50 skills can be removed on a single bullseye ring. in context
• The time between bullseye rings can be set from 2 to 259,200 seconds (72 hours). in context
• Bullseye rings are populated either by assigning users or groups to ring numbers on the Members tab or by listing skills to remove on exit from each ring on the Routing tab. in context
• In Genesys Cloud, an administrator creates a queue from Menu > User Management > Queues. in context
• A queue's General tab takes a unique name without special characters and a required division assignment, and it can copy settings from an existing queue. in context
• If no in-queue flow is selected on the queue's Voice tab, the organization's default in-queue flow is used. in context
• On the Members tab, users can be filtered by division, group, language, location, reports-to or skill, and up to 100 users can be added at a time. in context
• A Genesys Cloud queue can have at most 5000 members. in context
• Genesys Cloud disables predictive routing on a queue that has no interactions for 30 continuous days. in context
• Creating and configuring queues requires Routing > Queue Add, Edit, Delete, Join and View; Routing > Queue Member Manage; and Architect > UI View. in context
• Queue membership is built either from individual users or from a work team; the two cannot be combined on one queue. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Create and configure queues. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-create-queues

BibTeX

@misc{warmtransfer-genesys-help-create-queues,
  title  = {Create and configure queues},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-create-queues},
  note   = {Genesys, accessed 2026-09-30}
}