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Is there a way to remove the requirement for the agent to manually set themselves as available when accessing Genesys Cloud? For example, when the agent logs in, can they automatically go on queue without having to manually select On Queue?

#Triggers

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Maico Zorzan
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Hi Maico, 

No, there is no native setting in Genesys Cloud to automatically set an agent to On Queue upon login. This action always requires a manual step by the agent . The system's default behavior is to log the user in as Available , and the agent must then click the "On Queue" toggle themselves to begin receiving interactions .

However, while there's no out-of-the-box solution, you can build a workaround using Genesys Cloud's process automation tools to simulate this behavior.

The recommended approach is to create an automated trigger and workflow. This method was detailed in this Genesys Community discussion.

I hope this helps you.

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Camila Meneghini
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When an agent logs into Genesys Cloud, their default presence is Available, not On Queue. Genesys explicitly documents that agents must use the On Queue/Off Queue toggle to become eligible to receive ACD interactions.

However, we could build an automation around the Genesys Cloud APIs. The API can change the user's routing status, so an external service could monitor/logically determine when an agent has logged in and set them On Queue. 

This would be a custom automation, rather than a native Genesys Cloud configuration.

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Akhil Akhil
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Hi Maico,

There isn’t currently a native Genesys Cloud setting that automatically places an agent On Queue when they log in.

We’ve implemented something similar using a Scheduled Trigger and Workflow to update agents’ routing status programmatically.

If your agents have a known start time that doesn’t regularly change, you could use a Scheduled Trigger to run the workflow at that time and move the required agents On Queue. I would include checks in the workflow before changing their status so that you don’t unintentionally override another state.

We documented a similar implementation here, where we automatically return agents On Queue after outbound calls:

https://community.genesys.com/discussion/automatically-returning-agents-on-queue-after-outbound-calls-using-workflows

The trigger condition is different, but the workflow/API approach for updating the agent’s routing status may help with your use case.

Hope this helps!

Hi @Maico Zorzan

Yes, this is doable. I tested it in my lab, and the scenario can be achieved using the Trigger feature.

From the topic v2.users.{id}.activity, we can retrieve the user ID. By default, the routing status is set to OFF_QUEUE once a user logs in, while the presence remains Available. At that point, the workflow is triggered.

I configured the workflow with the following condition:

• routingStatus.status = OFF_QUEUE

The workflow then checks the user's presence:

• If flow.presence = "Available", it calls the Patch API (/api/v2/users/{userId}/presences/purecloud) to update the presence to ON_QUEUE.

If the user has intentionally set their presence to Away, Meal, or Break, the workflow will still trigger. However, since the presence is not Available, the flow will not proceed to the Patch API call, and the user's presence remains unchanged.

Configuration Summary:

• Trigger

  • Topic → v2.users.{id}.activity

  • Condition → routingStatus.status == OFF_QUEUE

• Workflow

  • Get User Presence → Input: user ID → Output: user presence

  • Decision → flow.presence == "Available"

  • If true → Patch API call to update presence to ON_QUEUE
    
    If you feel I answered your requirement, mark as Best Answer. 
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    Thanks to @Phaneendra Avatapalli @Camila Meneghini @Raphael Poliesi for sharing ideas on below post
    https://community.genesys.com/discussion/automatically-returning-agents-on-queue-after-outbound-calls-using-workflows

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Yogesh Mungekar
(GCX-ARC, GC-GCP)
I mostly available in IST time
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Original Message:
Sent: 08-18-2026 09:24
From: Phaneendra Avatapalli
Subject: Forced on queue post loggin

Hi Maico,

There isn't currently a native Genesys Cloud setting that automatically places an agent On Queue when they log in.

We've implemented something similar using a Scheduled Trigger and Workflow to update agents' routing status programmatically.

If your agents have a known start time that doesn't regularly change, you could use a Scheduled Trigger to run the workflow at that time and move the required agents On Queue. I would include checks in the workflow before changing their status so that you don't unintentionally override another state.

We documented a similar implementation here, where we automatically return agents On Queue after outbound calls:

https://community.genesys.com/discussion/automatically-returning-agents-on-queue-after-outbound-calls-using-workflows

The trigger condition is different, but the workflow/API approach for updating the agent's routing status may help with your use case.

Hope this helps!