Genesys Cloud - Main

Hello,

I have a task. I have a queue and skills: skill1, skill2, skill3. I need to check the expected wait time. If it's less than 5 seconds, the interaction should be distributed to operators with skill1. If it's longer than 5 seconds, I need to expand the search and target the group to either skill1 or skill2. I need to check again, and if the wait time is still longer than 5 seconds, add a third group of operators with skill3. That is, the operator must have one of these skills (each operator has only one of these skills).

Can this be implemented in the architecture?

#ArchitectandDesign

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Oleg Nisengoltsev
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Hello Oleg,

Sounds like Bullseye Routing on the queue would fit this requirement.

https://help.mypurecloud.com/?p=3492&theme=simplified

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 11-20-2025 06:59
From: Oleg Nisengoltsev
Subject: Skill Based Routing

Hello,

I have a task. I have a queue and skills: skill1, skill2, skill3. I need to check the expected wait time. If it's less than 5 seconds, the interaction should be distributed to operators with skill1. If it's longer than 5 seconds, I need to expand the search and target the group to either skill1 or skill2. I need to check again, and if the wait time is still longer than 5 seconds, add a third group of operators with skill3. That is, the operator must have one of these skills (each operator has only one of these skills).

Can this be implemented in the architecture?

#ArchitectandDesign

------------------------------
Oleg Nisengoltsev
------------------------------