In this video , @Shigeki Sahashi talks about how administrators can now use Conditional Group Activation (CGA) to dynamically activate or deactivate agent groups based on real-time queue metric thresholds. CGA helps expand the available pool of agents for a given queue without negatively affecting key performance indicators (KPIs) of the queues from which agents are shared. CGA runs in the background at regular intervals, regardless of new interaction arrivals, and supports multiple conditions and condition sets per rule. CGA also integrates with routing methods to enable interaction-level agent selection, enhancing the flexibility and precision of agent assignment beyond what was possible with conditional group routing alone. This feature supports more efficient workload distribution while helping maintain service level targets across queues.
Release Notes : https://help.mypurecloud.com/releasenote/august-4-2025/
#Implementation#Roadmap/NewFeatures#Routing(ACD/IVR)#CommunityVideos(TAM,QA,etc.)
Hi Warren,Thank you so much for your encouraging words here, and sorry for my late response. I appreciate your active participation in our community and that you took TAM Studios content beneficially. Many thanks and have a great week ahead!
Thanks, this was helpful. It helped me realize that the group must have calls enabled and no phone number can be assigned to the group.
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