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  • 1.  Conditional Group Activation - What happens when no agents are signed into the queue?

    Posted 10-14-2025 15:51
    No replies, thread closed.

    Hi all, 

    A little background for context: We have queues to offer specialized support for different areas of our company (we're a 24/7 department). We want to keep calls going almost exclusively to specialized agents for each queue, but are running into occasional coverage issues that we want to be able to address automatically (an issue causes one queue to blow up with calls, or a call comes in at an unusual hour when no specialized agents are actually active, etc.). 

    We are considering implementing Conditional Group Activation for our queues to expand the pool of support agents when wait times are unusually long or if specialized support is unavailable, but I am unsure how the system will handle calls that come in when none of the specialized agents are signed in/active. Is it able to recognize that, since there are no specialized agents online, the wait time by default is going to be long and CGA should activate the rules to send the call to the backup support group immediately? Or will it wait until the call has been waiting for the time threshold configured (e.g. if we set the estimated wait time threshold to 1 minute, will it wait 1 minute every time before sending it to the backup group)? 

    Any help is appreciated! 


    #Routing(ACD/IVR)

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    Christina Sherman
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  • 2.  RE: Conditional Group Activation - What happens when no agents are signed into the queue?
    Best Answer

    Posted 10-15-2025 08:32
    No replies, thread closed.

    Hello Christina, 

    CGA operates as a continuous background process that evalutes queue health in real - time, working alongside your active routing method. Here are some specific points for your scenario.

    Estimated wait time calculation, when there are no specialized agents signed in/active, the system will immediately recognize this situation through its real-time queue metrics. The estimated wait time calculation takes into account the current state of available agents, so with no agents available, it will immediately show a high/infinite wait time. 

    Immediate activation, when you set up CGA with an estimated wait time threshold (like your example of 1 minute), the system will not wait for that full minute when there are no specialized agents available. Since the estimated wait time would be calculated as exceeding your threshold immediately. CGA would activate the rules and expand the agent pool to your backup support group right away. 

    Continuous evaluation, CGA continuously evaluates the conditions and will; expand the agent pool when conditions are met (high wait times/no agents), contract back to specialized agents only when conditions improve and work alongside your chosen routing method to ensure optimal call distribution. 

    This means you won't experience unnecessary delays when no specialized agents are available, the system will recognize this situation immediately and expand to your backup support group based on the rules you've configured. 

    Hope this helps!



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Conditional Group Activation - What happens when no agents are signed into the queue?

    Posted 10-15-2025 10:50
    No replies, thread closed.

    Thank you Cameron, that's very helpful! I appreciate it! 



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    Christina Sherman
    IT Service Management Specialist
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    Original Message


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