Genesys Cloud - Main

The inqueue call flow will run while the call in is queue, waiting for an agent to pick it up.  If an agent is immediately available, the inqueue call flow will not run.

Ty, where do you find how long before the call leaves from queue to the inqueue?

The inqueue call flow will run while the call in is queue, waiting for an agent to pick it up.  If an agent is immediately available, the inqueue call flow will not run.

The call does not leave the queue to execute the inqueue call flow.  The inqueue call flow executes while the call is in the queue, until an agent picks up the call.

Ty, where do you find how long before the call leaves from queue to the inqueue?

The inqueue call flow will run while the call in is queue, waiting for an agent to pick it up.  If an agent is immediately available, the inqueue call flow will not run.

The call does not leave the queue to execute the inqueue call flow.  The inqueue call flow executes while the call is in the queue, until an agent picks up the call.

Ty, where do you find how long before the call leaves from queue to the inqueue?

The inqueue call flow will run while the call in is queue, waiting for an agent to pick it up.  If an agent is immediately available, the inqueue call flow will not run.

Got one more question. Is there a difference between setting up the Inqueue in the Queue form and setting up a inqueue in a Architect "transfer to ACD" action?

The call does not leave the queue to execute the inqueue call flow.  The inqueue call flow executes while the call is in the queue, until an agent picks up the call.

Ty, where do you find how long before the call leaves from queue to the inqueue?

The inqueue call flow will run while the call in is queue, waiting for an agent to pick it up.  If an agent is immediately available, the inqueue call flow will not run.

Got one more question. Is there a difference between setting up the Inqueue in the Queue form and setting up a inqueue in a Architect "transfer to ACD" action?

The call does not leave the queue to execute the inqueue call flow.  The inqueue call flow executes while the call is in the queue, until an agent picks up the call.

Ty, where do you find how long before the call leaves from queue to the inqueue?

The inqueue call flow will run while the call in is queue, waiting for an agent to pick it up.  If an agent is immediately available, the inqueue call flow will not run.

To build on what Melissa said, some places have a single In-Queue flow for each Queue and so it's much easier to configure it on the Queue. In other places, a queue is used for multiple purposes and, depending on the nature of the call, a different In-Queue flow is needed, so you set it in the "Transfer to ACD" action.

Sure, it may seem confusing, but personally I like the flexibility.

HTH

Got one more question. Is there a difference between setting up the Inqueue in the Queue form and setting up a inqueue in a Architect "transfer to ACD" action?

The call does not leave the queue to execute the inqueue call flow.  The inqueue call flow executes while the call is in the queue, until an agent picks up the call.

Ty, where do you find how long before the call leaves from queue to the inqueue?

The inqueue call flow will run while the call in is queue, waiting for an agent to pick it up.  If an agent is immediately available, the inqueue call flow will not run.