Genesys Cloud - Main

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

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Melissa Palmer
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Hi Melissa, 

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------

Thank you, Kaio. I was unaware that I could add/remove a group. Just to clarify you are saying I can activate/deactivate rather than remove, correct? If so, do you mind to tell me where exactly I would activate or deactivate at the group level? 

------------------------------
Melissa Palmer
------------------------------

Original Message:
Sent: 02-26-2026 12:50
From: Kaio Oliveira
Subject: Email Queues vs. Phone Queues

Hi Melissa, 

Thinking quickly about a simple solution:

 

Create a group in Genesys containing only the agents who will be working with email during those specifics hours.

Instead of adding and removing users from the queue individually, you can simply add and remove the group from the queue.

 

This will make the process faster and simpler.

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------

Unfortunately, there's no way to enable and disable it (it would be nice).

My idea is this: create the group and put the agents in the group.

Next, add that group to the queue

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------

Original Message:
Sent: 02-26-2026 14:06
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

Thank you, Kaio. I was unaware that I could add/remove a group. Just to clarify you are saying I can activate/deactivate rather than remove, correct? If so, do you mind to tell me where exactly I would activate or deactivate at the group level? 

------------------------------
Melissa Palmer

Original Message:
Sent: 02-26-2026 12:50
From: Kaio Oliveira
Subject: Email Queues vs. Phone Queues

Hi Melissa, 

Thinking quickly about a simple solution:

 

Create a group in Genesys containing only the agents who will be working with email during those specifics hours.

Instead of adding and removing users from the queue individually, you can simply add and remove the group from the queue.

 

This will make the process faster and simpler.

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------

But if I add the group to the queue, won't they still be in all their other normal queues unless I remove them? 

------------------------------
Melissa Palmer
------------------------------

Original Message:
Sent: 02-26-2026 14:23
From: Kaio Oliveira
Subject: Email Queues vs. Phone Queues

Unfortunately, there's no way to enable and disable it (it would be nice).

My idea is this: create the group and put the agents in the group.

Next, add that group to the queue

When you need to prevent agents from receiving interactions from this email queue, simply remove the group from the queue.

 

Then, add the group back to the queue when needed.

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 02-26-2026 14:06
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

Thank you, Kaio. I was unaware that I could add/remove a group. Just to clarify you are saying I can activate/deactivate rather than remove, correct? If so, do you mind to tell me where exactly I would activate or deactivate at the group level? 

------------------------------
Melissa Palmer

Original Message:
Sent: 02-26-2026 12:50
From: Kaio Oliveira
Subject: Email Queues vs. Phone Queues

Hi Melissa, 

Thinking quickly about a simple solution:

 

Create a group in Genesys containing only the agents who will be working with email during those specifics hours.

Instead of adding and removing users from the queue individually, you can simply add and remove the group from the queue.

 

This will make the process faster and simpler.

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------

Correct.
Adding them to the group will not remove the queues they are part of.

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------

Original Message:
Sent: 02-26-2026 14:36
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

But if I add the group to the queue, won't they still be in all their other normal queues unless I remove them? 

------------------------------
Melissa Palmer

Original Message:
Sent: 02-26-2026 14:23
From: Kaio Oliveira
Subject: Email Queues vs. Phone Queues

Unfortunately, there's no way to enable and disable it (it would be nice).

My idea is this: create the group and put the agents in the group.

Next, add that group to the queue

When you need to prevent agents from receiving interactions from this email queue, simply remove the group from the queue.

 

Then, add the group back to the queue when needed.

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 02-26-2026 14:06
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

Thank you, Kaio. I was unaware that I could add/remove a group. Just to clarify you are saying I can activate/deactivate rather than remove, correct? If so, do you mind to tell me where exactly I would activate or deactivate at the group level? 

------------------------------
Melissa Palmer

Original Message:
Sent: 02-26-2026 12:50
From: Kaio Oliveira
Subject: Email Queues vs. Phone Queues

Hi Melissa, 

Thinking quickly about a simple solution:

 

Create a group in Genesys containing only the agents who will be working with email during those specifics hours.

Instead of adding and removing users from the queue individually, you can simply add and remove the group from the queue.

 

This will make the process faster and simpler.

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------

Just adding to Kaio’s suggestion another option is to automate the movement of agents between groups using the Groups API on a schedule.

In our case, we synchronise group membership automatically (removing agents from one group and adding them to another), which then controls their queue access without manual changes. This works well if the shift happens daily and you want to eliminate manual steps entirely.

I shared the use case here in case it helps:
https://community.genesys.com/discussion/use-case-automating-genesys-group-membership-management

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia
------------------------------

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------

@Melissa - While you determine which of the viable options above would work best for you, instead of removing the agents from the respective queues and adding them back again, consider activating/deactivating them within the Queues Agents Details view. Although not the automation you're looking for, at least this method allows you to quickly select one/more agents to activate/deactivate on the respective queues, thus saving you some time. That's the approach our WFM team takes given it allows them to keep agents in their respective queues and only activate/deactivate them individually or en masse with a few clicks instead.

Also, you may want to subscribe to and/or vote for this Idea so you can stay updated on the progress of a feature that just may meet your need long-term if released as planned later this year.

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Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24
------------------------------

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------

I understand in the future that activity codes with work handling settings will automate the media type they handle.   So you could have an Email planning group for your queue and theoretically, when their schedule changes for that Activity Code, the only interactions they should be distributed are Emails based on the planning group configuration. 

Currently you can configure this all in WEM, but the automation side is a future piece AFAIK.  At the moment Supervisors or Agents with Queue activation need to change their queues at the time of their activity.  But at least that'll be something to look forward to in terms of automating activities.  

------------------------------
Robert Niblock
Contact Centre Technology Analyst
------------------------------

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------

Thank you so much. I had no idea this was potentially on the roadmap!

------------------------------
Melissa Palmer
------------------------------

Original Message:
Sent: 02-27-2026 03:11
From: Robert Niblock
Subject: Email Queues vs. Phone Queues

I understand in the future that activity codes with work handling settings will automate the media type they handle.   So you could have an Email planning group for your queue and theoretically, when their schedule changes for that Activity Code, the only interactions they should be distributed are Emails based on the planning group configuration. 

Currently you can configure this all in WEM, but the automation side is a future piece AFAIK.  At the moment Supervisors or Agents with Queue activation need to change their queues at the time of their activity.  But at least that'll be something to look forward to in terms of automating activities.  

------------------------------
Robert Niblock
Contact Centre Technology Analyst

Original Message:
Sent: 02-26-2026 12:34
From: Melissa Palmer
Subject: Email Queues vs. Phone Queues

I have a group of agents who primarily handle voice interactions, but for one hour each day they are assigned to email queues. Currently, we have to manually remove them from the voice queues and then add the email queues, and reverse the process once their email hour is complete. I'm looking for a way to assign these agents to email queues for that one-hour window each day without having to manually activate and deactivate queue access.

#Routing(ACD/IVR)
#Telephony
#WEM-Quality,WFM,Gamification,etc

------------------------------
Melissa Palmer
------------------------------