Genesys Cloud - Main

We're currently scoping a project aimed at migrating our training modules into Genesys, and part of this initiative involves automating processes wherever possible. Specifically, we want to streamline queue assignments based on training module completion.

Our goal is to automate it so that when an agent successfully completes and passes a module for a specific topic, they automatically get added to the corresponding queue (e.g., after completing Topic 1, they would be assigned to Queue 1) without any manual intervention from Supervisors.

To achieve this, I'm considering two potential approaches:

1. Trigger - Workflow - Skill: The trigger detects module completion, which then activates a workflow that assigns a skill to the agent.

2. Trigger - Workflow - Queue: Alternatively, the trigger could activate a workflow to directly assign the agent to a queue.

Currently, our team does not utilize triggers, workflows, or skills, which means I would need to research and implement all of these components for the automation to function.

My Questions for the Community:

• Is this the right approach for automating queue assignments?
• Is there a more efficient method to achieve the same goal?
• Where can I find reliable information or resources on setting up a workflow for queue or skill assignments in Genesys? I've had difficulty locating helpful material online.

Any insights, suggestions, or resources would be greatly appreciated!

Thank you in advance for your help!

Ryan

#ArchitectandDesign

------------------------------
Ryan Reynolds
Projects and Technical Team Leader
------------------------------

We're currently scoping a project aimed at migrating our training modules into Genesys, and part of this initiative involves automating processes wherever possible. Specifically, we want to streamline queue assignments based on training module completion.

Our goal is to automate it so that when an agent successfully completes and passes a module for a specific topic, they automatically get added to the corresponding queue (e.g., after completing Topic 1, they would be assigned to Queue 1) without any manual intervention from Supervisors.

To achieve this, I'm considering two potential approaches:

1. Trigger - Workflow - Skill: The trigger detects module completion, which then activates a workflow that assigns a skill to the agent.

2. Trigger - Workflow - Queue: Alternatively, the trigger could activate a workflow to directly assign the agent to a queue.

Currently, our team does not utilize triggers, workflows, or skills, which means I would need to research and implement all of these components for the automation to function.

My Questions for the Community:

• Is this the right approach for automating queue assignments?
• Is there a more efficient method to achieve the same goal?
• Where can I find reliable information or resources on setting up a workflow for queue or skill assignments in Genesys? I've had difficulty locating helpful material online.

Any insights, suggestions, or resources would be greatly appreciated!

Thank you in advance for your help!

Ryan

Hi Kaio,

Thanks for your reply.

For additional context, we do not currently have these training modules in an external system, we plan to build these modules using SCORM and host them within Genesys Development and Feedback modules feature. Meaning we can pull directly from the Genesys Learning module API: v2.users.{id}.wem.learning.assignment

This is currently where I am at in the process. I've set up a trigger that is activating when a specific module is passed inside Genesys. 

The workflow i've set up is just a send email action so that i could test it was working correctly, but this is where I am stuck. Unsure how I set up a more advanced workflow to capture the ID of the agent that passed the module and then apply the queue or skill to that agent. (my architect knowledge is quite limited right now). I'm learning as i go with this one! 

We're currently scoping a project aimed at migrating our training modules into Genesys, and part of this initiative involves automating processes wherever possible. Specifically, we want to streamline queue assignments based on training module completion.

Our goal is to automate it so that when an agent successfully completes and passes a module for a specific topic, they automatically get added to the corresponding queue (e.g., after completing Topic 1, they would be assigned to Queue 1) without any manual intervention from Supervisors.

To achieve this, I'm considering two potential approaches:

1. Trigger - Workflow - Skill: The trigger detects module completion, which then activates a workflow that assigns a skill to the agent.

2. Trigger - Workflow - Queue: Alternatively, the trigger could activate a workflow to directly assign the agent to a queue.

Currently, our team does not utilize triggers, workflows, or skills, which means I would need to research and implement all of these components for the automation to function.

My Questions for the Community:

• Is this the right approach for automating queue assignments?
• Is there a more efficient method to achieve the same goal?
• Where can I find reliable information or resources on setting up a workflow for queue or skill assignments in Genesys? I've had difficulty locating helpful material online.

Any insights, suggestions, or resources would be greatly appreciated!

Thank you in advance for your help!

Ryan

Hi Kaio,

Thanks for your reply.

For additional context, we do not currently have these training modules in an external system, we plan to build these modules using SCORM and host them within Genesys Development and Feedback modules feature. Meaning we can pull directly from the Genesys Learning module API: v2.users.{id}.wem.learning.assignment

This is currently where I am at in the process. I've set up a trigger that is activating when a specific module is passed inside Genesys. 

The workflow i've set up is just a send email action so that i could test it was working correctly, but this is where I am stuck. Unsure how I set up a more advanced workflow to capture the ID of the agent that passed the module and then apply the queue or skill to that agent. (my architect knowledge is quite limited right now). I'm learning as i go with this one! 

We're currently scoping a project aimed at migrating our training modules into Genesys, and part of this initiative involves automating processes wherever possible. Specifically, we want to streamline queue assignments based on training module completion.

Our goal is to automate it so that when an agent successfully completes and passes a module for a specific topic, they automatically get added to the corresponding queue (e.g., after completing Topic 1, they would be assigned to Queue 1) without any manual intervention from Supervisors.

To achieve this, I'm considering two potential approaches:

1. Trigger - Workflow - Skill: The trigger detects module completion, which then activates a workflow that assigns a skill to the agent.

2. Trigger - Workflow - Queue: Alternatively, the trigger could activate a workflow to directly assign the agent to a queue.

Currently, our team does not utilize triggers, workflows, or skills, which means I would need to research and implement all of these components for the automation to function.

My Questions for the Community:

• Is this the right approach for automating queue assignments?
• Is there a more efficient method to achieve the same goal?
• Where can I find reliable information or resources on setting up a workflow for queue or skill assignments in Genesys? I've had difficulty locating helpful material online.

Any insights, suggestions, or resources would be greatly appreciated!

Thank you in advance for your help!

Ryan

Hey Ryan, how are you?

If you have the Trigger working already, I guess that's the hardest part, or at least the one I wasn't sure if it worked.

Regarding your next steps, here is what you can do:

1) On your trigger, change the "Data Format" from "TopLevelPrimitives" to "Json".

2) On your workflow, create a variable of type JSON, called "jsonData", as described here: Overview of triggers View summary - Genesys Cloud Resource Center

3) With the aboves steps done, you will have a variable on your Flow named Flow.jsonData containing all the data from the triggered event.

The schema/format of that data can be found in your Trigger on the right side:

---------

4) Now you need to access the attributes/properties of you JSON to get to the User ID.

5) From what I can see in the Event Schema above... I believe the user ID will be found on this variable: "Flow.jsonData.user.id", but I can't say for sure, you would have to test a little, but it seems to be the case.

----------

6) If you are able to get the userId, now comes the update to the queues part.

7) For that you will use APIs, and to execute those APIs you need to create them using Data Actions, and then finally you just execute those Data Actions on your Workflow.

8) I believe the API you will use should be this one: POST  /api/v2/routing/queues/{queueId}/members

You should create the above API in a Data Action.. If you need help doing that, let me know.

After you have your Data Action, you can execute it on the workflow with 2 inputs:

• queueId (which you could either have hard coded on the workflow, or set dynamically through a data table or something like that..)
• userId (which will come from the event triggered, and will be present on your Flow.jsonData variable)

Let me know if that helps.

Hi Kaio,

Thanks for your reply.

For additional context, we do not currently have these training modules in an external system, we plan to build these modules using SCORM and host them within Genesys Development and Feedback modules feature. Meaning we can pull directly from the Genesys Learning module API: v2.users.{id}.wem.learning.assignment

This is currently where I am at in the process. I've set up a trigger that is activating when a specific module is passed inside Genesys. 

The workflow i've set up is just a send email action so that i could test it was working correctly, but this is where I am stuck. Unsure how I set up a more advanced workflow to capture the ID of the agent that passed the module and then apply the queue or skill to that agent. (my architect knowledge is quite limited right now). I'm learning as i go with this one! 

We're currently scoping a project aimed at migrating our training modules into Genesys, and part of this initiative involves automating processes wherever possible. Specifically, we want to streamline queue assignments based on training module completion.

Our goal is to automate it so that when an agent successfully completes and passes a module for a specific topic, they automatically get added to the corresponding queue (e.g., after completing Topic 1, they would be assigned to Queue 1) without any manual intervention from Supervisors.

To achieve this, I'm considering two potential approaches:

1. Trigger - Workflow - Skill: The trigger detects module completion, which then activates a workflow that assigns a skill to the agent.

2. Trigger - Workflow - Queue: Alternatively, the trigger could activate a workflow to directly assign the agent to a queue.

Currently, our team does not utilize triggers, workflows, or skills, which means I would need to research and implement all of these components for the automation to function.

My Questions for the Community:

• Is this the right approach for automating queue assignments?
• Is there a more efficient method to achieve the same goal?
• Where can I find reliable information or resources on setting up a workflow for queue or skill assignments in Genesys? I've had difficulty locating helpful material online.

Any insights, suggestions, or resources would be greatly appreciated!

Thank you in advance for your help!

Ryan

Hi Marcelo,

Firstly, thanks for your detailed reply, it is very much appreciated!

I've been working on this over the last few days and have a bit of an update. 

I've managed to create a data action, and when testing it manually, it works! It successfully adds the user to the queue when using the test tool in the data action screen.
I can check this using GET/api/v2/users/{userId}/queues which shows the queue was indeed added:

The thing I am now struggling with is getting the workflow to work. Apologies, as I said, my architect knowledge is very limited so I assume i'm doing something wrong. 

I have a call data action with my inputs ready to go. I've created Flow.jsonData as you suggested and referenced to it in the agentid input. I have also (for now) hard coded the queueid too. 

With everything lined up, I complete the learning module with a pass mark, which activates the trigger, which activates the workflow but the trail goes cold there unfortunately. 

Here's where I'm at with it: 

I've put an email notification in each outcome path for now so I know when it has run the workflow and which path it takes, however an email never arrives when testing everything together.

I even tried hardcoding both the agentid and queueid just to test if it works without a variable but that did not do anything either. No email is sent, so I'm assuming there's something wrong with how the workflow is configured. 

Any ideas?  

------------------------------
Ryan Reynolds
Projects and Technical Team Leader

Original Message:
Sent: 02-13-2026 13:17
From: Marcello Jabur
Subject: Automatic Queue Assignment Following Learning Module Completion

Hey Ryan, how are you?

If you have the Trigger working already, I guess that's the hardest part, or at least the one I wasn't sure if it worked.

Regarding your next steps, here is what you can do:

1) On your trigger, change the "Data Format" from "TopLevelPrimitives" to "Json".

2) On your workflow, create a variable of type JSON, called "jsonData", as described here: Overview of triggers View summary - Genesys Cloud Resource Center

3) With the aboves steps done, you will have a variable on your Flow named Flow.jsonData containing all the data from the triggered event.

The schema/format of that data can be found in your Trigger on the right side:

---------

4) Now you need to access the attributes/properties of you JSON to get to the User ID.

5) From what I can see in the Event Schema above... I believe the user ID will be found on this variable: "Flow.jsonData.user.id", but I can't say for sure, you would have to test a little, but it seems to be the case.

----------

6) If you are able to get the userId, now comes the update to the queues part.

7) For that you will use APIs, and to execute those APIs you need to create them using Data Actions, and then finally you just execute those Data Actions on your Workflow.

8) I believe the API you will use should be this one: POST  /api/v2/routing/queues/{queueId}/members

You should create the above API in a Data Action.. If you need help doing that, let me know.

After you have your Data Action, you can execute it on the workflow with 2 inputs:

• queueId (which you could either have hard coded on the workflow, or set dynamically through a data table or something like that..)
• userId (which will come from the event triggered, and will be present on your Flow.jsonData variable)

Let me know if that helps.

------------------------------
Marcello Jabur

Original Message:
Sent: 02-13-2026 09:20
From: Ryan Reynolds
Subject: Automatic Queue Assignment Following Learning Module Completion

Hi Kaio,

Thanks for your reply.

For additional context, we do not currently have these training modules in an external system, we plan to build these modules using SCORM and host them within Genesys Development and Feedback modules feature. Meaning we can pull directly from the Genesys Learning module API: v2.users.{id}.wem.learning.assignment

This is currently where I am at in the process. I've set up a trigger that is activating when a specific module is passed inside Genesys. 

The workflow i've set up is just a send email action so that i could test it was working correctly, but this is where I am stuck. Unsure how I set up a more advanced workflow to capture the ID of the agent that passed the module and then apply the queue or skill to that agent. (my architect knowledge is quite limited right now). I'm learning as i go with this one! 

------------------------------
Ryan Reynolds
Projects and Technical Team Leader

Original Message:
Sent: 02-13-2026 09:03
From: Kaio Oliveira
Subject: Automatic Queue Assignment Following Learning Module Completion

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

Original Message:
Sent: 02-13-2026 08:34
From: Ryan Reynolds
Subject: Automatic Queue Assignment Following Learning Module Completion

We're currently scoping a project aimed at migrating our training modules into Genesys, and part of this initiative involves automating processes wherever possible. Specifically, we want to streamline queue assignments based on training module completion.

Our goal is to automate it so that when an agent successfully completes and passes a module for a specific topic, they automatically get added to the corresponding queue (e.g., after completing Topic 1, they would be assigned to Queue 1) without any manual intervention from Supervisors.

To achieve this, I'm considering two potential approaches:

1. Trigger - Workflow - Skill: The trigger detects module completion, which then activates a workflow that assigns a skill to the agent.

2. Trigger - Workflow - Queue: Alternatively, the trigger could activate a workflow to directly assign the agent to a queue.

Currently, our team does not utilize triggers, workflows, or skills, which means I would need to research and implement all of these components for the automation to function.

My Questions for the Community:

• Is this the right approach for automating queue assignments?
• Is there a more efficient method to achieve the same goal?
• Where can I find reliable information or resources on setting up a workflow for queue or skill assignments in Genesys? I've had difficulty locating helpful material online.

Any insights, suggestions, or resources would be greatly appreciated!

Thank you in advance for your help!

Ryan

#ArchitectandDesign

------------------------------
Ryan Reynolds
Projects and Technical Team Leader
------------------------------

Hi Marcelo,

Firstly, thanks for your detailed reply, it is very much appreciated!

I've been working on this over the last few days and have a bit of an update. 

I've managed to create a data action, and when testing it manually, it works! It successfully adds the user to the queue when using the test tool in the data action screen.
I can check this using GET/api/v2/users/{userId}/queues which shows the queue was indeed added:

The thing I am now struggling with is getting the workflow to work. Apologies, as I said, my architect knowledge is very limited so I assume i'm doing something wrong. 

I have a call data action with my inputs ready to go. I've created Flow.jsonData as you suggested and referenced to it in the agentid input. I have also (for now) hard coded the queueid too. 

With everything lined up, I complete the learning module with a pass mark, which activates the trigger, which activates the workflow but the trail goes cold there unfortunately. 

Here's where I'm at with it: 

I've put an email notification in each outcome path for now so I know when it has run the workflow and which path it takes, however an email never arrives when testing everything together.

I even tried hardcoding both the agentid and queueid just to test if it works without a variable but that did not do anything either. No email is sent, so I'm assuming there's something wrong with how the workflow is configured. 

Any ideas?  

Hey Ryan, how are you?

If you have the Trigger working already, I guess that's the hardest part, or at least the one I wasn't sure if it worked.

Regarding your next steps, here is what you can do:

1) On your trigger, change the "Data Format" from "TopLevelPrimitives" to "Json".

2) On your workflow, create a variable of type JSON, called "jsonData", as described here: Overview of triggers View summary - Genesys Cloud Resource Center

3) With the aboves steps done, you will have a variable on your Flow named Flow.jsonData containing all the data from the triggered event.

The schema/format of that data can be found in your Trigger on the right side:

---------

4) Now you need to access the attributes/properties of you JSON to get to the User ID.

5) From what I can see in the Event Schema above... I believe the user ID will be found on this variable: "Flow.jsonData.user.id", but I can't say for sure, you would have to test a little, but it seems to be the case.

----------

6) If you are able to get the userId, now comes the update to the queues part.

7) For that you will use APIs, and to execute those APIs you need to create them using Data Actions, and then finally you just execute those Data Actions on your Workflow.

8) I believe the API you will use should be this one: POST  /api/v2/routing/queues/{queueId}/members

You should create the above API in a Data Action.. If you need help doing that, let me know.

After you have your Data Action, you can execute it on the workflow with 2 inputs:

• queueId (which you could either have hard coded on the workflow, or set dynamically through a data table or something like that..)
• userId (which will come from the event triggered, and will be present on your Flow.jsonData variable)

Let me know if that helps.

Hi Kaio,

Thanks for your reply.

For additional context, we do not currently have these training modules in an external system, we plan to build these modules using SCORM and host them within Genesys Development and Feedback modules feature. Meaning we can pull directly from the Genesys Learning module API: v2.users.{id}.wem.learning.assignment

This is currently where I am at in the process. I've set up a trigger that is activating when a specific module is passed inside Genesys. 

The workflow i've set up is just a send email action so that i could test it was working correctly, but this is where I am stuck. Unsure how I set up a more advanced workflow to capture the ID of the agent that passed the module and then apply the queue or skill to that agent. (my architect knowledge is quite limited right now). I'm learning as i go with this one! 

We're currently scoping a project aimed at migrating our training modules into Genesys, and part of this initiative involves automating processes wherever possible. Specifically, we want to streamline queue assignments based on training module completion.

Our goal is to automate it so that when an agent successfully completes and passes a module for a specific topic, they automatically get added to the corresponding queue (e.g., after completing Topic 1, they would be assigned to Queue 1) without any manual intervention from Supervisors.

To achieve this, I'm considering two potential approaches:

1. Trigger - Workflow - Skill: The trigger detects module completion, which then activates a workflow that assigns a skill to the agent.

2. Trigger - Workflow - Queue: Alternatively, the trigger could activate a workflow to directly assign the agent to a queue.

Currently, our team does not utilize triggers, workflows, or skills, which means I would need to research and implement all of these components for the automation to function.

My Questions for the Community:

• Is this the right approach for automating queue assignments?
• Is there a more efficient method to achieve the same goal?
• Where can I find reliable information or resources on setting up a workflow for queue or skill assignments in Genesys? I've had difficulty locating helpful material online.

Any insights, suggestions, or resources would be greatly appreciated!

Thank you in advance for your help!

Ryan