Genesys Cloud - Main

In this video , @Kumar Sanjeevi talks about how  administrators can now configure conditional group activation (CGA) rules to evaluate queue health using the idle agent KPI. When the number of idle agents in a queue meets the defined threshold, the system can automatically make more agent groups available or remove them as needed. This update helps shift workforce resources dynamically to maintain service levels and improve efficiency without manual intervention.

Release Notes - https://help.genesys.cloud/397904/#idle-agent-count-for-conditional-group-activation-or-deactivation

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