Specify routing and evaluation methods

Publisher

Genesys

URL

https://help.genesys.cloud/articles/specify-routing-settings/

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 queues use different scoring methods, Genesys Cloud routes interactions from priority-score queues first. in context
• The queue Routing tab offers five routing methods: standard routing (the default), predictive, bullseye, preferred agent and conditional group routing. in context
• Changing a queue's scoring method while interactions are waiting can cause the waiting interactions to be assigned in an unexpected order. in context
• The queue scoring method is either conversation score, which combines arrival time with priority at one minute per priority point, or priority score, which ranks by priority and breaks ties on time in queue. in context
• Standard routing offers three evaluation methods: All skills matching; Best available skills; and Disregard skills, next agent. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Specify routing and evaluation methods. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-specify-routing-settings

BibTeX

@misc{warmtransfer-genesys-help-specify-routing-settings,
  title  = {Specify routing and evaluation methods},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-specify-routing-settings},
  note   = {Genesys, accessed 2026-09-30}
}