Genesys Cloud - Main

Would it be better to set up Conditional Group Activation or just create an Overflow queue and assign my "group"/"backup agents" to the overflow queue?

Hi Melissa, 

In my opinion, it depends on your routing design.

If you are already using group segmentation, then Conditional Group Routing is usually the better option, since it dynamically evaluates the EWT (Estimated Wait Time) and can activate additional groups based on real-time conditions - even when EWT is below 60 seconds.

On the other hand, if you are not using groups and simply need backup agents to assist after a fixed amount of time, configuring an Overflow Queue (Backup Queue tab) may be simpler and more appropriate.

Keep in mind that:

• Backup Queue activation is time-based and can be configured starting at 1 minute.

• Conditional Group Routing is EWT-based and therefore more dynamic and responsive to queue conditions.

So the best choice depends on whether you prefer a time-based fallback or an EWT-driven activation strategy.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Thank you, Kaio! I appreciate the insight.