Genesys Cloud - Main

Do agents in a "group" need to be assigned to the queue I need back up on, or do they inherit that queue once thresholds set for CGA have been met?

#AI Configuration
#AI Copilot (Agent, Supervisor Admin)
#API/Integrations
#Architect and Design
#Conversational AI (Bots, Virtual Agent, etc.)
#Digital Channels
#Implementation
#Outbound
#Predictive Engagement/Routing
#Reporting/Analytics
#Roadmap/New Features
#Routing(ACD/IVR)
#Security
#System/PlatformAdministration
#Telephony
#WEM - Quality, WFM, Gamification, etc
#Unsure/Other
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#Community Videos (TAM, QA, etc.)

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Melissa Palmer
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You assign the Group(s) to the Queue membership, then select which Group(s) you want to activate for a CGA rule.

No, you don't assign the agents in a group directly to the queue - they are added as Members when the Group is added

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George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys
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Original Message:
Sent: 02-20-2026 15:39
From: Melissa Palmer
Subject: Conditional Group Activation

Do agents in a "group" need to be assigned to the queue I need back up on, or do they inherit that queue once thresholds set for CGA have been met?

#AI Configuration
#AI Copilot (Agent, Supervisor Admin)
#API/Integrations
#Architect and Design
#Conversational AI (Bots, Virtual Agent, etc.)
#Digital Channels
#Implementation
#Outbound
#Predictive Engagement/Routing
#Reporting/Analytics
#Roadmap/New Features
#Routing(ACD/IVR)
#Security
#System/PlatformAdministration
#Telephony
#WEM - Quality, WFM, Gamification, etc
#Unsure/Other
#Community Announcements
#Community Videos (TAM, QA, etc.)

------------------------------
Melissa Palmer
------------------------------

Makes sense. Thank you!

------------------------------
Melissa Palmer
------------------------------

Original Message:
Sent: 02-20-2026 15:54
From: George Ganahl
Subject: Conditional Group Activation

You assign the Group(s) to the Queue membership, then select which Group(s) you want to activate for a CGA rule.

No, you don't assign the agents in a group directly to the queue - they are added as Members when the Group is added

------------------------------
George Ganahl GCCX-AI, GCP, GCD
Technical Adoption Champion
Genesys

Original Message:
Sent: 02-20-2026 15:39
From: Melissa Palmer
Subject: Conditional Group Activation

Do agents in a "group" need to be assigned to the queue I need back up on, or do they inherit that queue once thresholds set for CGA have been met?

#AI Configuration
#AI Copilot (Agent, Supervisor Admin)
#API/Integrations
#Architect and Design
#Conversational AI (Bots, Virtual Agent, etc.)
#Digital Channels
#Implementation
#Outbound
#Predictive Engagement/Routing
#Reporting/Analytics
#Roadmap/New Features
#Routing(ACD/IVR)
#Security
#System/PlatformAdministration
#Telephony
#WEM - Quality, WFM, Gamification, etc
#Unsure/Other
#Community Announcements
#Community Videos (TAM, QA, etc.)

------------------------------
Melissa Palmer
------------------------------