Agent selection process

Publisher

Genesys

URL

https://help.genesys.cloud/articles/agent-selection-process/

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

• When predictive routing finds no qualifying agent before the timeout, the interaction is routed by standard routing, the fallback routing method. in context
• Predictive routing filters agents on required language skills always and on non-language ACD skills only when Skill matching is enabled. in context
• If a queue has three or fewer available agents, predictive routing does not score agents and uses standard routing. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Agent selection process. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-predictive-agent-selection

BibTeX

@misc{warmtransfer-genesys-help-predictive-agent-selection,
  title  = {Agent selection process},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-predictive-agent-selection},
  note   = {Genesys, accessed 2026-09-30}
}