Create and configure queues

1. Click Admin.
2. Under Contact Center, click Queues. The Manage Queues page opens.
3. Click Create Queue. 
4. In the Name box, type a name that is unique to the queue. 
5. In the Peer Id field, type a unique ID that can be used to identify the queue from an external platform. Peer Id is most commonly used to synchronize queues from an external platform in an organization using the Genesys Cloud EX product. For more information, see Genesys Cloud EX.  
   
   Note: Once created, the peer Id cannot be updated.
6. Click the Division list and follow these steps:
   Note: If you do not type anything in the search list, the first 10 divisions appear by default.
   
   
   1. Begin typing the first few letters of the division in which you want to place the queue.
   2. To locate the required division, scroll through the list of available divisions.
   3. Select the appropriate division from the list.
7. To copy the configuration and membership from an existing queue, under Copy settings and members from, search for and select an existing queue.
   Note: You can edit the new queue's membership and settings after you copy the existing configuration.
8. Click Save. The queue configuration opens to the General tab.

Configure after call work settings

Select the after call work option:

1. Click the After Call Work list and select whether after call work is:
   • Optional: This option allows agents to opt out of selecting a wrap-up code after a call. This feature is useful if your organization does not use wrap-up codes and your agents do not need after call work time. 
   • Mandatory, Discretionary: This option enables agents to choose how long to remain in ACW status. In this case, they must set their status back to available when they complete after call work.
     
     Note: If you choose Optional or Mandatory, Discretionary, the interaction closes only when the agents manually end the interaction after it moves to ACW. If an agent logs off or closes the browser without ending an interaction that is currently in ACW, the interaction does not wrap up. To force wrap up to such interactions, configure the End Interactions Automatically when Agents Logoff organization-level setting. The interactions close with a system wrap-up code, ININ-SYSTEM-LOGOUT. For more information, see Enable communication level after call work.
   • Mandatory, Time-boxed: This option sets the maximum amount of time that agents remain in the ACW state to complete after call work. If they finish after call work early, they can change status to receive new interactions, or automatically become available at the end of the time specified. 
   • Mandatory, Time-boxed no early exit: This option prevents agents from setting themselves back to available if they complete after call work early. They remain in ACW status and automatically return to available status at the end of the time-out period. This feature is useful to give agents a "cool down" period between interactions.
   • Agent Requested: This option needs agents to specifically make a request for after call work before they disconnect the interaction.
     Note:

     For agents to view the option to request ACW, you must enable Enforce Communication Level After Call Work (ACW) and grant agents the Conversations > Settings> View permission. For more information, see Enable communication level after call work.

      
     • If agents request ACW: After the interaction disconnects, they move to ACW status for the time period set on the queue and experience the same process as Mandatory, Time-Boxed ACW.
     • If agents do not request ACW: After the interaction disconnects, they move to an idle state and become available for the next interaction in the queue. The agents can no longer go into ACW.
     • Agents can save the wrap-up codes and notes that they select during an interaction only if they request for ACW time and enter the ACW period after the interaction ends. If the agents do not request for ACW, they cannot save the notes or wrap-up codes.
2. (Applicable only to Mandatory, Time-boxed, Mandatory, Time-boxed no early exit, and Agent Requested settings) In the After Call Work Timeout (Seconds) field, set the time that the agents have for after call work before they receive more interactions. The maximum number that you can enter here is 3600 seconds. This timeout period applies only to voice interactions. To apply the timeout period to other channels such as chat, email, message, and callbacks, enable Enforce Communication Level After Call Work (ACW). For more information, see Enable communication level after call work.

To enable manual assignment for a queue from the General tab, enable the Enable Manual Assignment check box. For more information about assigning interactions in a queue, see Manually assign waiting interactions.

To enable manual assignment for a queue from the General tab, enable Auto answer. This enables auto answer for all digital channels. For more information, see Auto answer incoming interactions.

To enable last agent routing (LAR) method for a queue from the General tab, select one of the following options. For more information, see Last agent routing overview.

• Last agent on any queue - Default setting; conversation is assigned to the last agent even if they are not active or are no longer a member of the conversation queue. The agent must be in On Queue status to receive the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.
• Last agent on conversation queue - Conversation is assigned to the last agent only if they are active and are a member of the conversation queue. The agent must be in On Queue status to be considered for the assignment of the conversation. If the agent's status is not On Queue, the conversation is assigned to the next available agent according to the routing method set on the queue.
• Disabled - Conversation is assigned to the next available agent according to the routing method set on the queue.

For more information about how Genesys Cloud uses routing methods to determine how to match interactions and agents, see Routing and evaluation methods. 

Choose the routing method

1. Click the Routing tab.
2. Under Scoring Method, choose how to score the waiting interactions for ranking.
   

   In an interaction surplus scenario, when an agent becomes available, the interaction with the highest rank routes first, based on the routing method and evaluation method that you specify.

   • Conversation score - A combination of an interaction's arrival time and its priority value. The arrival time is represented as a static 13-digit epoch value and one priority point is equal to 60,000 milliseconds (one minute). When an interaction with a higher priority arrives, Genesys Cloud changes the actual arrival time to an earlier time by reducing the number of milliseconds equivalent to its priority value. This makes it appear as if the interaction arrived earlier than the other interactions and is therefore routed first. For example, call B arrives 30 seconds later than call A, but has a higher priority. Genesys Cloud routes call B first because its arrival time is adjusted to an earlier time.
     
   • Priority score - The priority value assigned by Genesys Cloud. When the priority score of two interactions are same, Genesys Cloud considers their time in queue for routing. 
   Note: 

   • When different queues have different scoring methods, Genesys Cloud first routes the interactions in queues that have the priority score method set.

   • If you change the scoring method midway when the queue has interactions waiting to be routed, the waiting interactions may be assigned in an unexpected order to the available agents.  The new scoring method takes effect only after the interactions that arrived before the change of scoring method are routed. As a best practice, Genesys recommends that you set the scoring method either at the time of queue creation or at a time when the queue has no waiting interactions.

You can view the priority of an interaction on the Interaction panel. For more information, see Queues Activity Detail view.

3. Under Routing Method, select which routing method you want to use:
   • Standard routing (default)
   • Predictive routing
   • Bullseye routing
   • Preferred agent routing
   • Conditional group routing
4. Based on the routing method you select, configure the queue using the appropriate instructions that follow.

Configure standard routing

1. Under Evaluation Method, select the method by which to match interactions and agents: 
   • All skills matching
   • Best available skills
   • Disregard skills, next agent  (the agent with the longest time since last interaction)
2. Click Save.

Configure predictive routing 

Predictive routing currently supports voice, email, and asynchronous message interactions. By default, all threaded emails and messages that occur within 72 hours of the first exchange are forwarded to the agent who last handled the email interaction. 

For more information about predictive routing, see Predictive routing overview.

1. In the Key Performance Indicator box, click the KPI to optimize.
2. In the Predictive Routing Timeout box, type the timeout period (from 12-259,200 seconds or 72 hours).
3. Select one of the following predictive routing modes:

4. To use workload balancing with predictive routing, set Workload Balancing to On.
5. To compare the existing occupancy rate with desired occupancy values and then balance the workload, select Set agent occupancy threshold and set the minimum and the maximum values in the slider. Occupancy percentages appear in the Agents Status Summary view. This option ignores the agent wait time.
6. To use skill matching with predictive routing, set Skill Matching to On.
7. Under Timeout Routing, click the evaluation method to use when an interaction reaches the predictive routing timeout period and requires a fallback routing method. The fallback method is always standard routing.
8. Click Save. The Queue list page appears, showing Predictive [Processing...] in the Routing Method column. For more information about the processing phase, see The KPI processing phase. 

Configure bullseye routing

Genesys Cloud offers two ways to define bullseye routing rings. First, define up to five rings with the appropriate delays between each ring. Next, perform one of the following steps:

• Option 1: Save your changes and from the Members tab assign specific users or groups to each ring. To ensure compatibility with WEM forecasting and scheduling, you can manage expansion by creating skill expression groups defined with the same skills but with varying levels of proficiency. 
• Option 2: From the Routing tab, add the skills to be removed from routing consideration in each ring.

For more information on bullseye routing, see Advanced routing overview.

Option 1: Configure bullseye routing by assigning specific users or groups to each ring

1. Define up to five rings with the appropriate delays between each ring.
2. Click Save & Continue.
3. Click the Members tab.
4. To add users to a bullseye routing ring, 
   1. Click the Users tab.
   2. Click Add User.
   3. Search for the required user using the search filters.
   4. To add the user or users to the queue, click Add Selected.
5. To add groups to a bullseye routing ring, perform these steps:
   1. Click the Groups tab.
   2. Click Add Group.
      
      Note: If you are configuring the queue for WEM forecasting and scheduling, add skill expression groups.
   3. Select to search for one of these group types:
      • Groups only
      • Skill groups only
      • Work teams only
   4. In the Enter a name box, begin typing the first few letters of the group and select the appropriate match from the results.
   5. To add the group or groups to the queue, click Add Selected.
   6. Under Bullseye Ring Number, select the ring to which to associate the group.
   7. Repeat steps b–f to add more groups to the queue.
6. To remove a user or group from the bullseye ring, under Action, click X next to the member or group name.

Option 2: Configure bullseye routing by removing skills from routing consideration

1. Define up to five rings with the appropriate delays between each ring.
2. In the Time Interval box, type the number of seconds to wait before passing the call to the next consecutive ring.
   Note: The minimum number of seconds is two. The maximum is 259,200, or 72 hours.
3. In the Skills to remove on exit box, click the X next to the skills you want to remove from the selected agents if the exact target is not available to receive the interaction.
   Note: The maximum number of skills that you can remove on a single bullseye ring is 50.
4. To expand the pool of available agents if if Genesys Cloud finds no match in the first ring, click Add Ring and repeat steps 1-2 for each consecutive ring, up to six rings.
5. To remove a ring, click Delete Ring.
6. Click Save.

Configure preferred agent routing

For more information on preferred agent routing, see Advanced routing overview.

To configure preferred agent routing, do the following:

1. Click Add Ring.
2. For the first ring, specify a score and determine how long to route interactions to agents with an assigned score that is equal to or higher than that value.
   Note: The minimum number of seconds is two. The maximum is 259,200, or 72 hours.
3. To expand the pool of preferred agents if Genesys Cloud finds no match in the first ring, repeat steps 1-2 for each consecutive ring, up to six rings.
4. To route interactions to all preferred agents for a specific length of time, enable Route to all preferred agents for and then set the length, in seconds.
5. Specify the timeout routing method to route interactions after the expiry of the time you set for Preferred agent routing. You can choose one of the following routing options: Standard routing, bullseye routing, or conditional group routing. 
6. Click Save.

Configure conditional group routing

Before you begin to add conditional group routing rules, create the required groups or work teams, and add them as members to the queue. To learn about how conditional group routing selects agents, see Conditional group routing overview, and for FAQs, see Conditional group routing FAQs.

1. Set rule 1:
   1. Select the KPI to optimize. By default, the first selection is Estimated Wait Time (EWT).
   2. Enter the condition that must be met for the agents in the groups associated with the rule to be made available for the interaction.
      
      Note: Only queues that belong to the division the current queue is part of are displayed. 
2. Repeat step 1 for up to five rules.
   After an interaction reaches the last rule, the interaction waits until it is assigned. The waiting interactions are not routed through a fallback routing method. 
3. Under Evaluation Method, select the method to match interactions and agents: 
   • All skills matching
   • Best available skills
   • Disregard skills, next agent (the agent with the longest time since last interaction)

Predictive routing currently supports voice, email, and asynchronous message interactions. By default, all threaded emails and messages that occur within 72 hours of the first exchange are forwarded to the agent who last handled the email interaction. 

For more information about predictive routing, see Predictive routing overview.

1. In the Key Performance Indicator box, click the KPI to optimize.
2. In the Predictive Routing Timeout box, type the timeout period (from 12-259,200 seconds or 72 hours).
3. Select one of the following predictive routing modes:

4. To configure how agent selection happens, select the surplus type to consider. For more information, see Agent selection process.
   Note: If you are getting started with predictive routing, Genesys recommends that you start with the Agent Surplus only option and then try the Agent and Interaction Surplus option.
5. To use workload balancing with predictive routing, set Workload Balancing to On.
6. To compare the existing occupancy rate with desired occupancy values and then balance the workload, select Set agent occupancy threshold and set the minimum and the maximum values in the slider. Occupancy percentages appear in the Agents Status Summary view. This option ignores the agent wait time.
7. To use skill matching with predictive routing, set Skill Matching to On.
8. Under Timeout Routing, click the evaluation method to use when an interaction reaches the predictive routing timeout period and requires a fallback routing method. The fallback method is always standard routing.
9. Click Save. The Queue list page appears, showing Predictive [Processing...] in the Routing Method column. For more information about the processing phase, see The KPI processing phase. 

Add selected users

1. Click the Members tab.
2. To add a member to the queue, click Add User.
3. To search for users by a filter other than text, click the Text list and select from one of these filters:
   • Division
   • Group
   • Language
   • Location
   • Reports To
   • Skill
4. In the Enter a value box, begin typing the name of the contact.
5. Select the appropriate match from the results.
6. To add members to the queue, click Add Selected.
7. To remove a member from the queue, under Action, click X next to the member's name and then click Confirm.
8. Repeat steps 2–7 to add more members to the queue. 

You can add one user at a time to a queue or you can add a work team to a queue. You cannot do both.

Add a group, skill group, or work team

1. Click the Members tab.
2. Click the Groups tab.
3. To add a group to the queue, click Add Group.
4. Select to search for one of these group types:
   • Groups only
   • Skill groups only
   • Work teams only
5. In the Enter a name box, begin typing the first few letters of the group.
6. Select the appropriate match from the results.
7. To add the group or groups to the queue, click Add Selected.
8. To remove a group from the queue, under Action click X next to the member's name and then click Confirm.
9. Repeat steps 2–6 to add more groups to the queue.

For information on creating new wrap-up codes, see Wrap-up code administration.

1. Click the Wrap-up Codes tab.
2. In the Select new wrap-up codes box, begin typing the name of the code and then select the appropriate match from the results. You can see the wrap-up codes that are assigned to the divisions to which your role has access. The role must both belong to the division and have the necessary permissions outlined in the prerequisites section. Genesys recommends that you add wrap-up codes that are assigned to the division to which the queue belongs; this helps gain a better understanding of any reports that contain wrap-up code-related data.
3. Click Add .
4. To add additional wrap-up codes, repeat steps 2–3.
5. To search for an assigned wrap-up code, next to Filter by name, begin typing the first few letters of the wrap-up code and then select it from the list.
6. To remove a wrap-up code from the list, click Remove.

Voice channel

Configure voice channels

1. Enter the service level percentages and targets for the voice channel.
2. (Optional) Use alphabetical, numeric, or alphanumeric combinations to set up the caller ID display for outbound calls placed on behalf of this queue:
   
   1. Under Calling Party Name, type the name you want to display for the call recipient.
   2. Under Calling Party Number, type the alphanumeric combination you want to display for the call recipient. 
   3. Check the Use Direct Routing DID Address to use the number when a direct routing agent dials a customer.
   4. Enable Auto answer to automatically connect the interactions of this voice interaction to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
3. Under Alerting Timeout, enter the number of seconds for an alert to display before timing out. 
4. (Optional) Under In-Queue Flow, select a previously defined Architect in-queue flow to set as the standard behavior for the queue.
   
5. (Optional) Under Default Script, select a published script to display when no default script appears in the application, for example, Architect or Campaigns.
6. (Optional) Under Whisper Audio, set up options that let an agent know before connecting to the caller as to which queue the caller entered:
   
   1. To play whisper audio only for agents who have auto-answer enabled by the administrator, select Only play whisper audio if agent is configured for auto-answer. If no whisper prompt is configured on the queue or in the Architect flow and auto-answer is enabled, an audio tone plays. For more information about how to enable auto-answer for agents, see the Phone tab in Edit user configuration data.
   2. To play whisper audio for all agents, select Play whisper audio for all agents.
   3. Under Whisper Prompt, use search to locate the Architect user prompt you want to use for whisper audio. The system displays the length of the prompt, in seconds, for each configured language or any configured text-to-speech.
      
      Note: You can edit the default whisper audio or upload a different audio of your choice. For more information, see Modify the default whisper prompt. 
   4. To open the selected prompt, click Edit/View Prompt. Architect opens the User Prompts page, where you can view and edit the prompt; for example, re-record the audio prompt or add text-to-speech.
   5. If you chose to edit the prompt, click Refresh Prompt to review updated information about it.
7. To allow voice recording while the caller is waiting in the queue, enable Continue voice recording during queue wait. When you disable this option, recording is suppressed during the wait time; recording resumes when the interaction with an agent begins. In addition to this configuration, to allow voice recording at the queue level, you must enable voice recording on the trunk. 
8. (Optional) Enable Voice Transcription.
   
   Note: When the Continue voice recording during queue wait option is disabled and the Voice Transcription option is enabled, voice transcription is enabled only during the conversation between the agent and the caller.
9. (Optional) Enable Audio Monitoring. Use this feature to send queue audio to configured AudioHook Monitor integrations.
   Note: When the Continue voice recording during queue wait option is disabled and the Audio Monitoringoption is enabled, audio monitoring is enabled only during the conversation between the agent and the caller.
10. To set custom hold music when the agent puts the call on hold, under Hold Audio, use search to locate the Architect user prompt you want to use for hold audio. This overrides the music that is set at organization level. 
    
    Note: When an agent transfers the call to a different queue, Genesys Cloud activates the music set on the destination queue.  
11. Click Save.

Chat and message channels

Configure chat and message channels

1. Under Service Level, use the slider to select the service level percentages for this channel.
2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
3. Enable Auto answer to automatically connect the interactions of this digital channel to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
4. Under Alerting Timeout (Seconds), enter the number of seconds for an alert to display before timing out.
5. Under Default Script, optionally select a published script to load.
6. (Optional) Message channels only: In the In-Queue Message Flow area, select a previously defined Architect in-queue message flow to set as the standard behavior for the queue.
7. To allow agents to send an outbound message on behalf of the queue, configure the required channel below:
   1. Outbound message channels: Under Outbound SMS Number, select the appropriate SMS number to assign to the message channel.
   2. Outbound WhatsApp message: Under Outbound WhatsApp Integration, select the WhatsApp integration to assign to the message channel.
   3. Outbound message channels: Under Outbound Open Messaging Integration, select the Open Messaging integration to assign to the message channel.
8. Click Save.

Email channels

Configure email channels

1. Under Service Level, use the slider to select the service level percentages for this channel.
2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
3. Enable Auto answer to automatically connect the interactions of this digital channel to the agent. An alerting timeout to the incoming interactions is not applicable in this case and therefore the option is not available to be set. However, agents receive an audio alert when a new interaction is connected. For more information about how an individual channel-level setting works, see Auto answer incoming interactions.
4. Under Alerting Timeout (Seconds), enter the number of seconds for an alert to display before timing out.
5. Under Outbound Email Address, specify which email address to use for emails sent from this queue: 
   
   1. Under Outbound Email Address, select the appropriate email address the recipient sees when receiving the outbound email.
   2. Under Email Domain, select the appropriate domain from which to send the email address.
6. (Optional) Under In-Queue Email Flow, select a previously defined Architect in-queue email flow to set as the standard behavior for the queue.
7. (Optional) Under Default Script, select a published script to display for email interactions. 
8. Click Save.

Callback channels

Configure callback channels

1. Under Service Level, use the slider to select the service level percentages for this channel.
2. Under Service Level Target (Seconds), enter the service level target, in seconds, for this channel.
3. Under Callback Type, select who will receive the callback first:
   • Agent First: By default, all callbacks reach the agent first. The system dials the customer after an agent answers the callback.
   • Customer First: The system places all scheduled and in-queue callbacks when it reaches its Position in Queue. The system connects the call to the agent only after a customer answers the callback and the in-queue messages are played. Customer first callbacks avoid agents waiting for a customer to answer the call and ensures better agent utilization.
4. Under Agents can schedule a callback in advance for, use the up and down arrows to define how far in advance agents can schedule their owned callbacks. The minimum time is one hour; the maximum is 30 days.
   
   Note: If an agent owns a callback and is not available after the ownership period expires, the callback is removed from the queue and is disconnected.
5. Configure the callback setting based on the Callback Type you set. 

1. Click the Workitems tab.
2. In the Alerting Timeout (Seconds) box, enter the duration for which the Accept button appears on the agent desktop.
3. In the Duration of the sound being played box, enter the duration for which the sound is to be played during the alert.

For more information, see Best practices to optimize workitem assignment.

When the agent-level backup is not set for individual agents, or when the target agent is not available, Genesys Cloud routes the interaction to the backup queue set for the direct routing queue. Set up the backup option as follows:

1. Choose the backup queue from the Backup Queue drop-down list. If you do not set a backup queue, the current queue acts as the backup queue. The interaction is routed using the routing method set on the queue Routing tab.
2. Set the duration after which an unanswered interaction is routed to the backup in the Go To Back Up After field. To route immediately, select the Assign to backup immediately checkbox.
   
   

Agents can find and use canned responses in the Interactions panel. When you have a large repository of libraries and responses, you can configure to display only the responses that are applicable to the queue the agent is logged on to.
To configure the available responses, associate the relevant canned response libraries to each queue.

1. Click the Canned Responses tab.
2. Choose one of the following options:

• • All libraries - This option allows the agents to view responses from all libraries available in the organization.
  • No libraries - This option hides all responses from the agents.
  • Specific libraries - This option allows agents to view the responses from libraries that you select. You can select a maximum of 50 libraries per organization.