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  • 1.  Schedule Queue or skill assignment

    Posted 17 days ago
    Edited by Guillaume Sens 17 days ago

    Currently, when agents need to be moved to a different queue or be added specific skills for a defined period, Admin/Supervisor user needs to make the change at a specific time and revert back when required.

    What are the suggested best practices to streamline this process?

    Are there plan to implement a scheduler for queue or skill assignment? (ie. Move agent A from queue A to queue B at a specific time for a predefined period)

    Is there a way to define and store a default configuration for a user (including queues, skills, and proficiency levels) so it can be quickly reapplied or reverted to after temporary changes?


    #WFMConfiguration,BestPractices

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    Guillaume
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  • 2.  RE: Schedule Queue or skill assignment

    Posted 16 days ago

    Hi Guillaume,

    This is a common operational challenge. Currently, Genesys Cloud does not offer a native scheduler to assign or move agents between queues or skills for a predefined time.

    Best practices include:

    • Using WFM activity scheduling (if available) instead of modifying agent profiles. Activities can implicitly control which queues or skills agents should handle at specific times.
    • Designing routing strategically (overflow, bullseye routing, routing rules) to reduce the need for frequent skill or queue changes.
    • Automating changes via Genesys Cloud APIs, using an external scheduler to apply and later revert temporary queue or skill assignments.
    • Maintaining a documented or API-based "default" agent configuration (skills, queues, proficiencies) to quickly restore agents after temporary adjustments.

    There is currently no native way to store and reapply a default agent configuration, and no publicly announced roadmap item for scheduled assignments. Submitting or upvoting a Product Idea would be the best way to influence prioritization.



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


  • 3.  RE: Schedule Queue or skill assignment

    Posted 16 days ago

    Hi Guilherme 

    I find it unlikely that a feature like a "task scheduler" for update queues and skills is on Genesys' roadmap, and yes, it would be a very, VEEEEERY useful feature.

    What we created recently was a flow by invoke the Genesys APIs and using a data table.

    In the "mode" column, the "update" or "remove" action is added, and we have the last column, which is status (initially its value is automatically named "pending").
     
    At the end of the flow, it automatically updates the data table to the OK status.
    It's not an ideal/perfect world, but it works.
    The customer uploads the CSV and make a call to the flow.


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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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    Original Message


  • 4.  RE: Schedule Queue or skill assignment
    Best Answer

    Posted 15 days ago
    Edited by Guillaume Sens 13 days ago

    Hi Guillaume,

    This idea looks quite relevant to your use case. It is about allowing workflows to be triggered based on a timer or specific time, rather than only from interaction-driven events. The example given is activating all users in a queue at midnight, which sounds very close to the kind of scheduled queue or routing change you are asking about.

    It is currently marked as in development, so hopefully this capability will be available soon.

    https://genesyscloud.ideas.aha.io/ideas/SSAAOB-I-123


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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 5.  RE: Schedule Queue or skill assignment

    Posted 13 days ago

    This is an interesting feature. It requires to build some logic in a workflow but looks promising. Thanks for sharing.



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    Guillaume
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    Original Message


  • 6.  RE: Schedule Queue or skill assignment

    Posted 15 days ago

    Hi Guillaume, 

    Some relative good news on this, someone already submitted this exact idea!

    Automated Agent Queue and Skill Assignment Scheduling - https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2059

    It's on the radar but not built yet.

    For now, the API automation route is probably your best option. The Data Table + Flow setup mentioned earlier works pretty well. Or you could try just activating/deactivating queues instead of messing with agent skills - less hassle and won't mess up your WFM forecasts.

    If you want to help move this along, throw an upvote on the idea and share your use case in the comments. More votes = more attention.



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    Josh Coyle
    Senior Professional Services Consultant
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    Original Message


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