Hello!

We're looking at setting up Conditional Group Routing, and I want to make sure I'm understanding correctly. It seems that the first rule only looks at the estimated wait time of the target queue, so whatever group you assign to that rule for routing wouldn't get the health check on their home queue before routing to them. To get around this, I assume I can point it back to the group that are native members of the target queue and have it wait for a very short time before moving on to the second rule, which can then check that the estimated wait time for their queue is less than the threshold before adding them for overflow support? 

Second question: Is it possible to run two rules at the same time so that it works as in the video? We have three teams and have some members each team who can support the other two when necessary. I see that I can add multiple groups, but not multiple queues to check. The way it's set up now, it seems like one team will always get the overflow first before the system checks availability for the other team, but I could be missing something. Please do let me know if that's the case!

Hi Angela,

If the queue isnt under stress it wont assign the groups:

• By default, CGR first checks whether the current queue is under stress. Therefore the first CGR rule is always the current queue and cannot be changed. (Conditional group routing FAQ)

I believe you are correct, that it can't run rules simultaneously and can only do 1 queue at a time and would seem logical that the first team assigned are likely to get more of the overflow if they are available.  Maybe someone else in the community can clarify if they have seen this happen when using CGR.

Hello!

We're looking at setting up Conditional Group Routing, and I want to make sure I'm understanding correctly. It seems that the first rule only looks at the estimated wait time of the target queue, so whatever group you assign to that rule for routing wouldn't get the health check on their home queue before routing to them. To get around this, I assume I can point it back to the group that are native members of the target queue and have it wait for a very short time before moving on to the second rule, which can then check that the estimated wait time for their queue is less than the threshold before adding them for overflow support? 

Second question: Is it possible to run two rules at the same time so that it works as in the video? We have three teams and have some members each team who can support the other two when necessary. I see that I can add multiple groups, but not multiple queues to check. The way it's set up now, it seems like one team will always get the overflow first before the system checks availability for the other team, but I could be missing something. Please do let me know if that's the case!

Hi Angela,

If the queue isnt under stress it wont assign the groups:

• By default, CGR first checks whether the current queue is under stress. Therefore the first CGR rule is always the current queue and cannot be changed. (Conditional group routing FAQ)

I believe you are correct, that it can't run rules simultaneously and can only do 1 queue at a time and would seem logical that the first team assigned are likely to get more of the overflow if they are available.  Maybe someone else in the community can clarify if they have seen this happen when using CGR.

Hello!

We're looking at setting up Conditional Group Routing, and I want to make sure I'm understanding correctly. It seems that the first rule only looks at the estimated wait time of the target queue, so whatever group you assign to that rule for routing wouldn't get the health check on their home queue before routing to them. To get around this, I assume I can point it back to the group that are native members of the target queue and have it wait for a very short time before moving on to the second rule, which can then check that the estimated wait time for their queue is less than the threshold before adding them for overflow support? 

Second question: Is it possible to run two rules at the same time so that it works as in the video? We have three teams and have some members each team who can support the other two when necessary. I see that I can add multiple groups, but not multiple queues to check. The way it's set up now, it seems like one team will always get the overflow first before the system checks availability for the other team, but I could be missing something. Please do let me know if that's the case!