Genesys Cloud - Main

Hi Everyone,

Hoping this question is straightforward enough. We are looking to set up an additional escalation hunt line. Is it possible to assign agents to multiple hunt lines (call queues) for internal escalations?

Cheers

#Telephony

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Deepa Galaiya
Product Owner, Customer Interactions
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Hello Deepa, 

Yes its possible to assign to multiple hunt lines or call queues for internal escalations. Agents can be active members of multiple queues simultaneously. You can configure the routing setup using various methods, including bullseye routing which allows for multiple rings with appropriate delays between each ring of the bullseye, assignment of specific users to different ring groups and addition of both individual users and groups to the queue configuration. 

This means you can set up your additional escalation hunt line while maintaining agents' assignments to their existing queues. The system is designed to handle agents being members of multiple queues efficiently. 

Just keep in mind that when working with multiple queues, you may want to consider setting up appropriate prioritizations to ensure the most critical escalations are handled first. 

Hope this helps, 

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Cameron
Online Community Manager/Moderator
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Thanks Cameron,

Good to know that this is possible. Thanks for sharing the extra configuration considerations as well. Really appreciate the quick response

Cheers

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Deepa Galaiya
Product Owner, Customer Interactions
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Original Message:
Sent: 09-19-2025 08:00
From: Cameron Tomlin
Subject: Can a team member be part of two hunt lines for internal escalations?

Hello Deepa, 

Yes its possible to assign to multiple hunt lines or call queues for internal escalations. Agents can be active members of multiple queues simultaneously. You can configure the routing setup using various methods, including bullseye routing which allows for multiple rings with appropriate delays between each ring of the bullseye, assignment of specific users to different ring groups and addition of both individual users and groups to the queue configuration. 

This means you can set up your additional escalation hunt line while maintaining agents' assignments to their existing queues. The system is designed to handle agents being members of multiple queues efficiently. 

Just keep in mind that when working with multiple queues, you may want to consider setting up appropriate prioritizations to ensure the most critical escalations are handled first. 

Hope this helps, 

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Cameron
Online Community Manager/Moderator
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