Apologies,I think the idea I shared is actually solving a slightly different problem. It's more about automatically bringing agents On Queue / Off Queue based on demand, especially in scenarios where agents are doing back-office work and need to be brought back quickly when volumes spike.
In your case, since the agents are already part of both queues, the challenge is more around how they are prioritised between those queues, rather than just whether they are On Queue or not.
So it's related, but not a direct fit for what you're trying to achieve here.
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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 05-12-2026 08:53
From: Phaneendra Avatapalli
Subject: Conditional Group Activation Help Needed.
Hi Corey,
This actually reminded me of an idea I submitted recently around metric-based automatic routing status management, since today CGA controls eligibility but not agent activation itself.
https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2123
The idea was around automatically adjusting agent participation based on queue metrics like EWT/interactions waiting, which sounds pretty close to the hybrid use case you're trying to achieve here.
Might be relevant to what you're designing please vote.
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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 05-12-2026 08:23
From: Corey Lanier
Subject: Conditional Group Activation Help Needed.
Hi Phaneedra,
That makes sense. I guess I was under the assumption that they didn't have to be activated and that the rule would activate them when it took place. It seems that if I activate them in the queue, they will just get emails all day long, and the rule won't matter. I guess at that point, I would need to create a Pilot Rule to make sure that the calls are not waiting.
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Corey Lanier
Shaw Industries Group, Inc.
Original Message:
Sent: 05-11-2026 19:01
From: Phaneendra Avatapalli
Subject: Conditional Group Activation Help Needed.
Hi Corey,
From my understanding, the key detail might be here:
"The 5 agents in the group are deactivated in the email queue."
CGA controls which agents or groups are eligible for routing, but it doesn't override the agent's activation status on the queue.
So even if your rule is triggering and the group is being activated, if those agents are still deactivated on the Email Queue, they won't receive any interactions.
You would need those agents to be active on the Email Queue for CGA to work as expected, and then CGA can control when they are included based on your conditions.
From the documentation:
Conditional Group Activation overview
Hope this helps
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Phaneendra
Technical Solutions Consultant