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  • 1.  Conditional Group Activation

    Posted 3 days ago

    I'm evaluating the use of CGA while also increasing agent chat concurrency from one chat at a time to two concurrent chats.

    My concern is that while "on queue" Genesys evaluates agents as either:

    • Interacting, or
    • Idle and available for an interaction

    Once agents are configured to handle two chats simultaneously, I expect that an agent actively handling one chat will be considered "interacting" by the system, even though they still have capacity to accept a second chat. If that's the case, CGA could activate additional staffing earlier than intended.

    From what I understand today, this appears to be a system limitation. Because of that, it seems the safer approach may be to either:

    1. Increase agent capacity to handle two concurrent chats, or
    2. Implement CGA

    Using both simultaneously could potentially result in unintended CGA activation behavior.

    My question: Has anyone implemented CGA in an environment where agents handle multiple concurrent chats? If so, what workarounds, configuration changes, or best practices have you used to ensure CGA accurately reflects available agent capacity?

    I'd appreciate hearing about any real-world experiences or lessons learned.


    #WFMConfiguration,BestPractices

    ------------------------------
    Melissa Palmer
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  • 2.  RE: Conditional Group Activation

    Posted 3 days ago
    Edited by Raphael Poliesi 3 days ago

    Based on the documentation, I have the same understanding.

    The CGA documentation mentions the Idle Agents KPI as the number of agents whose routing status is On Queue and Idle. Based on that definition, it isn’t clear whether an agent handling one chat while still having capacity for another concurrent chat would be considered available by CGA, or if they would simply be treated as Interacting.

    I couldn’t find any documentation that explicitly explains how CGA evaluates partially utilized agent concurrency, so I think this is a great question.

    It would be especially valuable to hear from anyone who has implemented CGA alongside chat concurrency and can share real-world behavior or best practices. That kind of practical feedback would help clarify whether any configuration adjustments are needed or if there are limitations to consider.

    If no one has validated this behavior in production, it may also be worth reaching out to your Customer Success Manager (CSM), if you have one, as they may be able to consult with the product team or share experiences from similar implementations. Alternatively, opening a Customer Care case would also be a good way to confirm the expected behavior.



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