Genesys Cloud - Main

Hi everyone,

I wanted to share an idea I had submitted around automating agent routing status based on real-time demand:

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2123

The idea is to allow automatic adjustment of agent status (e.g. On Queue / Off Queue) based on queue metrics like interactions waiting or EWT, instead of relying on manual intervention or external automation.

In hybrid contact centre models, I've seen scenarios where:

• agents switch to back-office work during low volume
• but need to be brought back quickly when demand spikes

Currently, this often requires manual effort or custom automation outside the platform.

Would be great to hear how others are handling this today, and if something like this would be useful in your environment.

If you think this would help, feel free to add your feedback or support/vote on the idea

Hi everyone,

I wanted to share an idea I had submitted around automating agent routing status based on real-time demand:

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2123

The idea is to allow automatic adjustment of agent status (e.g. On Queue / Off Queue) based on queue metrics like interactions waiting or EWT, instead of relying on manual intervention or external automation.

In hybrid contact centre models, I've seen scenarios where:

• agents switch to back-office work during low volume
• but need to be brought back quickly when demand spikes

Currently, this often requires manual effort or custom automation outside the platform.

Would be great to hear how others are handling this today, and if something like this would be useful in your environment.

If you think this would help, feel free to add your feedback or support/vote on the idea