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CGR Not working as expected

  • 1.  CGR Not working as expected

    Posted 06-05-2025 19:15

    Santiago_Serna | 2024-02-28 11:04:08 UTC | #1

    Hi Genesys,

    we're trying to configure Conditional Group Routing to perform the following...

    • We have 2 groups of Agents
    • If there's someone Available from Group1, the call should be routed to him.
    • If not, after 30 seconds waiting, the call should be routed pass to an agent from Group2

    We are aware that we could try to do it with bullseye routing, but due to several issues in project, we're trying to perform with CGR doing like that

    Queue has boths Groups assigned in members

    We create the following rules

    And when testing we have the following behaviour:

    If Agent1 (Group1) is onQueue --> The call goes to Agent1 --> As Expected If Agent1 (Group1) and Agent2 (Group2) are onQueue --> The call goes to Agent1 --> As Expected

    If Agent1 (Group1) is Off Queue and Agent2 (Group2) is onQueue --> The call goes to Agent_2, but without waiting the 30 seconds that we have setup in first rule

    Could you please advice what is wrong with our configuration?

    Thanks

    Hitesh_Haran | 2024-03-04 19:24:41 UTC | #2

    Hi @Santiago_Serna , can you please share screenshot of

    1. Queue[MyTestingQueue] - Members - Users and
    2. Queue[MyTestingQueue] - Members - Groups

    Thanks

    Santiago_Serna | 2024-03-05 07:26:12 UTC | #3

    Hi @Hitesh_Haran ,

    thanks for your help. Here you are the configuration

    system | 2024-04-05 07:27:02 UTC | #4

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 24873



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