Genesys Cloud
Enhanced conditional routing with conditional group activation (CGA)

In a future release, Genesys Cloud will introduce conditional group activation (CGA), a new feature that enhances and expands on the capabilities of conditional group routing (CGR). Previously, CGR allowed administrators to define only one condition per rule to determine how and when to share agents across queues. With CGA, administrators can configure multiple conditional statements within each rule on a primary queue. This means that they can assess several parameters (for example, agent availability, or estimated wait time), across one or more target queues before deciding whether to consider agents shared with the target queues for routing. This improvement allows for more precise, KPI-based resource sharing between queues.

Also, these conditional rules will be evaluated at regular intervals (for example, every 30 seconds), which enables real-time responsiveness to changing queue conditions and helps optimize how shared agents are used.

Administrators can access CGA from the Admin > Contact Center > Queue > Members tab and will integrate more flexibly with other routing methods like bullseye routing, preferred agent routing, and standard routing. This means organizations can use CGR-like logic alongside other routing strategies to better manage workloads.

Genesys Cloud will continue to support CGR in its current form but will no longer add metrics or additional functionality.