Workforce Engagement Management

Hi all, 

I have started testing how to use "User Rules" within activity plans and found that when I created a rule that was based for a specific BU and any agents that handled a particular queue it was showing agents that did not have any membership to that queue. Can I confirm that the rule when you select Queue and the field Include, is intended to then show you agents that meet that rule? I am not sure why this agent is showing as an option, when they do not have that queue. 

The behavior you're describing sounds unexpected. When you create a User Rule for an Activity Plan and select a specific queue with the "Include" condition, the rule is intended to dynamically target agents who are members of that queue . Agents who do not have membership in that queue should not appear in the resulting list.

If you're seeing an agent who does not belong to that queue, the cause likely lies in how the rule's logic is constructed. User Rules allow you to combine multiple conditions with "and" logic, meaning the rule will only include users who meet all the specified criteria . For example, if the rule is configured as "Queue A OR Queue B," an agent belonging to Queue B would be included even if they don't belong to Queue A. I would recommend double-checking the rule's full configuration to see if a second condition is causing the agent to be included .

Once you've added a User Rule to an Activity Plan, you can preview the resulting user list to validate that the correct agents are being included before saving . This is a useful step to confirm the logic is working as intended. If the issue persists after reviewing these points, it may be worth contacting Genesys Cloud support for further investigation.