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

Hello, @Phaneendra Avatapalli.

That's a good idea. An automated process inside Genesys will probably help a lot for operations managers.

Voted!

------------------------------
Arthur Pereira Reinoldes

Original Message:
Sent: 05-12-2026 09:14
From: Phaneendra Avatapalli
Subject: Automating agent On Queue status based on real-time demand (feedback welcome)

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

#Routing(ACD/IVR)

------------------------------
Phaneendra
Technical Solutions Consultant
------------------------------

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, @Phaneendra Avatapalli.

The idea is good, but it would be more effective if it could be arranged based on division or groups. Because some teams have to do back office work and cannot get out of that status, so instead of applying it to such teams, teams that are more critical in terms of SLA can also have their status set to On Queue with prior notice to the Agent.

Thanks

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

Hi @Phaneendra Avatapalli,

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

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

Hi Phaneendra,

This is a great idea. It can probably be done with triggers, Architect workflows and Data Actions. I've never done it myself, but the Trigger could fire up a workflow, and that workflow then does your Presence checks and changes using Data Actions. There are APIs to retrieve agent Presence status and change it in bulk. 

The trouble would be triggering the workflow in the first place. There is no way to trigger on things like EWT or number of calls in queue. There's two things that come to mind to get around this:

1. Use triggers to trigger on the acd.start topic, this would then trigger the workflow for each call, then in there you do a check of number of calls waiting / EWT etc. and if it is above your threshold, then route to status changes.
2. In each Inbound Flow, you set a Post Flow, and the Post Flow then does these checks. This doesn't help the call that has just been done, but it helps the calls coming and will be a lot simpler to implement. 

Regards

Martin

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

Quick and dirty alternative to trigger? Create an alert that sends an email to a Genesys Cloud email flow, which then performs the needed data actions...

Hi Phaneendra,

This is a great idea. It can probably be done with triggers, Architect workflows and Data Actions. I've never done it myself, but the Trigger could fire up a workflow, and that workflow then does your Presence checks and changes using Data Actions. There are APIs to retrieve agent Presence status and change it in bulk. 

The trouble would be triggering the workflow in the first place. There is no way to trigger on things like EWT or number of calls in queue. There's two things that come to mind to get around this:

1. Use triggers to trigger on the acd.start topic, this would then trigger the workflow for each call, then in there you do a check of number of calls waiting / EWT etc. and if it is above your threshold, then route to status changes.
2. In each Inbound Flow, you set a Post Flow, and the Post Flow then does these checks. This doesn't help the call that has just been done, but it helps the calls coming and will be a lot simpler to implement. 

Regards

Martin

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 Antti,

That's a clever workaround 

Using alerts to trigger an email flow is a nice way to bridge the gap where native triggers on queue metrics don't exist.

I guess the main consideration would be around latency and reliability, since it introduces a few extra hops (alert → email → flow → data action), but definitely a creative option for certain scenarios.

It still highlights the same gap though that we're stitching together multiple components to achieve something that could ideally be handled more natively.

Quick and dirty alternative to trigger? Create an alert that sends an email to a Genesys Cloud email flow, which then performs the needed data actions...

Hi Phaneendra,

This is a great idea. It can probably be done with triggers, Architect workflows and Data Actions. I've never done it myself, but the Trigger could fire up a workflow, and that workflow then does your Presence checks and changes using Data Actions. There are APIs to retrieve agent Presence status and change it in bulk. 

The trouble would be triggering the workflow in the first place. There is no way to trigger on things like EWT or number of calls in queue. There's two things that come to mind to get around this:

1. Use triggers to trigger on the acd.start topic, this would then trigger the workflow for each call, then in there you do a check of number of calls waiting / EWT etc. and if it is above your threshold, then route to status changes.
2. In each Inbound Flow, you set a Post Flow, and the Post Flow then does these checks. This doesn't help the call that has just been done, but it helps the calls coming and will be a lot simpler to implement. 

Regards

Martin

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

Could alert actions be extended to workflows instead of email & SMS only? You would still have to do the data actions etc. Native functionality would be the best for sure.

Hi Antti,

That's a clever workaround 

Using alerts to trigger an email flow is a nice way to bridge the gap where native triggers on queue metrics don't exist.

I guess the main consideration would be around latency and reliability, since it introduces a few extra hops (alert → email → flow → data action), but definitely a creative option for certain scenarios.

It still highlights the same gap though that we're stitching together multiple components to achieve something that could ideally be handled more natively.

Quick and dirty alternative to trigger? Create an alert that sends an email to a Genesys Cloud email flow, which then performs the needed data actions...

Hi Phaneendra,

This is a great idea. It can probably be done with triggers, Architect workflows and Data Actions. I've never done it myself, but the Trigger could fire up a workflow, and that workflow then does your Presence checks and changes using Data Actions. There are APIs to retrieve agent Presence status and change it in bulk. 

The trouble would be triggering the workflow in the first place. There is no way to trigger on things like EWT or number of calls in queue. There's two things that come to mind to get around this:

1. Use triggers to trigger on the acd.start topic, this would then trigger the workflow for each call, then in there you do a check of number of calls waiting / EWT etc. and if it is above your threshold, then route to status changes.
2. In each Inbound Flow, you set a Post Flow, and the Post Flow then does these checks. This doesn't help the call that has just been done, but it helps the calls coming and will be a lot simpler to implement. 

Regards

Martin

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 Phaneendra,

This is a great idea. It can probably be done with triggers, Architect workflows and Data Actions. I've never done it myself, but the Trigger could fire up a workflow, and that workflow then does your Presence checks and changes using Data Actions. There are APIs to retrieve agent Presence status and change it in bulk. 

The trouble would be triggering the workflow in the first place. There is no way to trigger on things like EWT or number of calls in queue. There's two things that come to mind to get around this:

1. Use triggers to trigger on the acd.start topic, this would then trigger the workflow for each call, then in there you do a check of number of calls waiting / EWT etc. and if it is above your threshold, then route to status changes.
2. In each Inbound Flow, you set a Post Flow, and the Post Flow then does these checks. This doesn't help the call that has just been done, but it helps the calls coming and will be a lot simpler to implement. 

Regards

Martin

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

Voted.
It's definitely an idea that would add a lot to the Genesys configuration.

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

Hi Phaneedra, 

you may use "Conditional Group Activation" for this.

Agents stay on queue, but you make the activation of certain agent groups within the routing strategy dependent on conditions (such as "Expected Wait Times" which you have mentioned).

Works for us. 

Best regards

Ralf

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