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:
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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.
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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.
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Marcello Jabur
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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!
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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
Hi Ryan,
I confess I didn't quite understand how this "training module" would work in Genesys.
Considering it's an external system and if it has APIs, an external customization could be created that interacts with the Genesys APIs.
Very broadly speaking, this customization could consume the APIs of your training module, and upon completion of topic 1, it would call the Genesys APIs (passing the agent's email as a parameter, for example; obviously, you'd need a `finduser` to find the agent's ID) and add the queue and skill corresponding to topic 1.
It could even consume an API to find a data table of the Genesys; there would be a mapping of Topic x Queue x Skill.
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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:
-
Trigger - Workflow - Skill: The trigger detects module completion, which then activates a workflow that assigns a skill to the agent.
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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
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Ryan Reynolds
Projects and Technical Team Leader
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