Genesys Cloud - Main

This is the scenario, I have a call queue and an email queue.  The call queue has around 20 agents answering calls. The email queue has about 10 individuals answering emails throughout the day. I would like to have a small group of agents that can take emails if the emails get backed up and no calls are holding.

I set up a group with the 5 agents from the call queue. 

I went into my email queue and changed the membership to still have the 10 individuals and added the group with the 5 agents.

The 5 agents in the group are deactivated in the email queue.

The email queue Routing Method is Standard with Best Skills Matching and the Last Agent Routing is disabled. 

I then created a CGA rule that states:

(Pilot Rule off)

IF:

Condition Set 1: Idle Agent Count of Call Queue is Greater than or Equal to 1 agent 

AND

Estimated Wait Time of Email Queue is Greater than 0 seconds

THEN

Route to available agents in Group.

I saved the data and then went to the analytics workspace. I could see some of the agents in the group sit idle while the emails continued to hold and build. Some of the agents remained idle for several minutes and never received an email. All agents have the skills at the highest level to receive interactions.

Can someone tell me if I have the rule set up incorrectly or if I am misunderstanding how this is supposed to work? I am looking for a way to avoid have our managers move people in and out of the queues all day long and maximize the agent performance by not letting sit idle if there is work to be done. 

Thanks in advance.

Corey Lanier

#conditionalgroupactivation

#CGA

#Routing

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

This is the scenario, I have a call queue and an email queue.  The call queue has around 20 agents answering calls. The email queue has about 10 individuals answering emails throughout the day. I would like to have a small group of agents that can take emails if the emails get backed up and no calls are holding.

I set up a group with the 5 agents from the call queue. 

I went into my email queue and changed the membership to still have the 10 individuals and added the group with the 5 agents.

The 5 agents in the group are deactivated in the email queue.

The email queue Routing Method is Standard with Best Skills Matching and the Last Agent Routing is disabled. 

I then created a CGA rule that states:

(Pilot Rule off)

IF:

Condition Set 1: Idle Agent Count of Call Queue is Greater than or Equal to 1 agent 

AND

Estimated Wait Time of Email Queue is Greater than 0 seconds

THEN

Route to available agents in Group.

I saved the data and then went to the analytics workspace. I could see some of the agents in the group sit idle while the emails continued to hold and build. Some of the agents remained idle for several minutes and never received an email. All agents have the skills at the highest level to receive interactions.

Can someone tell me if I have the rule set up incorrectly or if I am misunderstanding how this is supposed to work? I am looking for a way to avoid have our managers move people in and out of the queues all day long and maximize the agent performance by not letting sit idle if there is work to be done. 

Thanks in advance.

Corey Lanier

#conditionalgroupactivation

#CGA

#Routing

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. 

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

This is the scenario, I have a call queue and an email queue.  The call queue has around 20 agents answering calls. The email queue has about 10 individuals answering emails throughout the day. I would like to have a small group of agents that can take emails if the emails get backed up and no calls are holding.

I set up a group with the 5 agents from the call queue. 

I went into my email queue and changed the membership to still have the 10 individuals and added the group with the 5 agents.

The 5 agents in the group are deactivated in the email queue.

The email queue Routing Method is Standard with Best Skills Matching and the Last Agent Routing is disabled. 

I then created a CGA rule that states:

(Pilot Rule off)

IF:

Condition Set 1: Idle Agent Count of Call Queue is Greater than or Equal to 1 agent 

AND

Estimated Wait Time of Email Queue is Greater than 0 seconds

THEN

Route to available agents in Group.

I saved the data and then went to the analytics workspace. I could see some of the agents in the group sit idle while the emails continued to hold and build. Some of the agents remained idle for several minutes and never received an email. All agents have the skills at the highest level to receive interactions.

Can someone tell me if I have the rule set up incorrectly or if I am misunderstanding how this is supposed to work? I am looking for a way to avoid have our managers move people in and out of the queues all day long and maximize the agent performance by not letting sit idle if there is work to be done. 

Thanks in advance.

Corey Lanier

#conditionalgroupactivation

#CGA

#Routing

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. 

------------------------------
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

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 05-11-2026 16:44
From: Corey Lanier
Subject: Conditional Group Activation Help Needed.

This is the scenario, I have a call queue and an email queue.  The call queue has around 20 agents answering calls. The email queue has about 10 individuals answering emails throughout the day. I would like to have a small group of agents that can take emails if the emails get backed up and no calls are holding.

I set up a group with the 5 agents from the call queue. 

I went into my email queue and changed the membership to still have the 10 individuals and added the group with the 5 agents.

The 5 agents in the group are deactivated in the email queue.

The email queue Routing Method is Standard with Best Skills Matching and the Last Agent Routing is disabled. 

I then created a CGA rule that states:

(Pilot Rule off)

IF:

Condition Set 1: Idle Agent Count of Call Queue is Greater than or Equal to 1 agent 

AND

Estimated Wait Time of Email Queue is Greater than 0 seconds

THEN

Route to available agents in Group.

I saved the data and then went to the analytics workspace. I could see some of the agents in the group sit idle while the emails continued to hold and build. Some of the agents remained idle for several minutes and never received an email. All agents have the skills at the highest level to receive interactions.

Can someone tell me if I have the rule set up incorrectly or if I am misunderstanding how this is supposed to work? I am looking for a way to avoid have our managers move people in and out of the queues all day long and maximize the agent performance by not letting sit idle if there is work to be done. 

Thanks in advance.

Corey Lanier

#conditionalgroupactivation

#CGA

#Routing

#Routing(ACD/IVR)

------------------------------
Corey Lanier
Shaw Industries Group, Inc.
------------------------------

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.

------------------------------
Phaneendra
Technical Solutions Consultant

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. 

------------------------------
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

------------------------------
Phaneendra
Technical Solutions Consultant

Original Message:
Sent: 05-11-2026 16:44
From: Corey Lanier
Subject: Conditional Group Activation Help Needed.

This is the scenario, I have a call queue and an email queue.  The call queue has around 20 agents answering calls. The email queue has about 10 individuals answering emails throughout the day. I would like to have a small group of agents that can take emails if the emails get backed up and no calls are holding.

I set up a group with the 5 agents from the call queue. 

I went into my email queue and changed the membership to still have the 10 individuals and added the group with the 5 agents.

The 5 agents in the group are deactivated in the email queue.

The email queue Routing Method is Standard with Best Skills Matching and the Last Agent Routing is disabled. 

I then created a CGA rule that states:

(Pilot Rule off)

IF:

Condition Set 1: Idle Agent Count of Call Queue is Greater than or Equal to 1 agent 

AND

Estimated Wait Time of Email Queue is Greater than 0 seconds

THEN

Route to available agents in Group.

I saved the data and then went to the analytics workspace. I could see some of the agents in the group sit idle while the emails continued to hold and build. Some of the agents remained idle for several minutes and never received an email. All agents have the skills at the highest level to receive interactions.

Can someone tell me if I have the rule set up incorrectly or if I am misunderstanding how this is supposed to work? I am looking for a way to avoid have our managers move people in and out of the queues all day long and maximize the agent performance by not letting sit idle if there is work to be done. 

Thanks in advance.

Corey Lanier

#conditionalgroupactivation

#CGA

#Routing

#Routing(ACD/IVR)

------------------------------
Corey Lanier
Shaw Industries Group, Inc.
------------------------------