Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Conditional Group Activation - Pilot Rule

    Posted 03-20-2026 08:23

    When configuring a rule for Conditional Group Activation, I noticed there is an option to toggle the Pilot Rule on or off. I have a specialized queue for which I want to designate backup agents, but I do not want to rely on the queue entering a "stress" state before those agents are activated.

    My goal is to create a rule that routes interactions to a designated backup group when the Estimated Wait Time (EWT) reaches 20 seconds, regardless of whether the queue is deemed "under stress."

    If I leave the Pilot Rule toggled off, will the system follow my defined thresholds such as the 20‑second EWT without evaluating whether the queue is under stress?

    Additionally, can you clarify what criteria Genesys uses to determine when a queue is considered "under stress"? The Pilot Rule description provides a brief explanation, but it is not entirely clear.


    #Routing(ACD/IVR)

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


  • 2.  RE: Conditional Group Activation - Pilot Rule
    Best Answer

    Posted 03-20-2026 09:09

    Hello Melissa, 

    Yes, if you leave the pilot rule toggled off, your numbered rules (like the 20 sec EWT) should evaluate and activate backup groups based solely on the threshold you define, without any stress checks. 

    As for the "under stress", the stress is determined is based on the specific KPI thresholds you configure in the pilot rule itself. 

    Hope this helps.



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------



Related Content