Manually assign waiting interactions

AI-generated summary

Genesys Cloud provides a manual assignment feature that enables users with appropriate permissions to assign waiting interactions directly to available agents, bypassing standard routing criteria such as skill-matching, language requirements, priority levels, time-in-queue metrics, and utilization restrictions. This capability addresses operational scenarios where interactions remain queued due to skill mismatches or agent utilization constraints. The feature supports assignment across multiple interaction types including calls, webchat, messages, callbacks, and emails. Users can assign interactions to agents within the same queue or across different queues, or agents can self-assign interactions. Access to manual assignment requires specific permissions spanning Analytics (Conversation Aggregate, Conversation Detail, Queue Observation), Routing (Queue View and Edit), Supervisor Queue Details View, Directory User View, and conversation-level assignment or pull permissions based on interaction type. Users access waiting interactions through Menu > Analytics > Analytics Workspace, selecting the Queue Activity view and accessing the Queues Activity Detail view for a specific queue. From the Waiting list, users select an interaction's menu to choose either "Assign to Other" for assignment to a named on-queue agent or "Assign to Self" for self-assignment. Eligible agents must be on-queue and in Idle, Interacting, or Communicating states; agents in Not Responding or Alerting states cannot receive assignments. Manual assignment requires enabling the feature during queue configuration and overrides all standard routing criteria. Interactions that are declined or remain unanswered after reaching the timeout threshold are automatically returned to the queue for reassignment until successfully answered. This functionality supports queue administration, interaction management, and assignment optimization workflows.

PrerequisitesClick to expand

The following permissions:

Analytics > Conversation Aggregate – View
Analytics > Conversation Detail – View
Analytics > Queue Observation – View
Routing > Queue – View
Routing > Queue – Edit
UI > Supervisor Queue Details – View
Directory > User – View (Required to manually assign an interaction to an agent. Not required to assign an interaction to yourself.)
Conversation > Communication – View

Individual access to assignment permissionsClick to expand

Conversation > Call – Assign (to manually assign a call to an agent)
Conversation > Webchat – Assign (to manually assign a chat to an agent)
Conversation > Message – Assign (to manually assign a message to an agent)
Conversation > Callback – Assign (to manually assign a callback to an agent)
Conversation > Email – Assign (to manually assign an email to an agent)
Conversation > Call – Pull (to manually assign a call to yourself)
Conversation > Webchat – Pull (to manually assign a chat to yourself)
Conversation > Message – Pull (to manually assign a message to yourself)
Conversation > Callback – Pull (to manually assign a callback to yourself)
Conversation > Email – Pull (to manually assign an email to yourself)

There may be times when interactions are sitting in a queue because the skills that were assigned to the interaction in the call flow do not match the skills for any of the available agents in the queue or because agents are already fully utilized for the interaction’s media type. This can result in interactions waiting to be answered for an extended period of time. Using Manual Assignment, users with the appropriate permissions can manually assign these interactions to waiting agents in the queue, overriding the skill and utilization restrictions. Waiting interactions can be assigned to agents in the same queue or across queues, or agents can assign an interaction to themselves.

Note: In order to assign waiting interactions, configure Enable Manual Assignment in .

View waiting interactions in a queue

To navigate to the waiting interactions in a queue, perform the following steps:

Click Performance > Workspace > Queues Activity.
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Queue Activity and then click the view name to open it.
From the Queues Activity Summary view, click a queue’s name to view the Queues Activity Detail view.

Manually assign a waiting interaction in a queue to an on-queue agent

From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
For a waiting interaction, select the moremenu beside the interaction.
On the menu, select Assign to Other.
In the search box, begin typing the on-queue agent's name. As you enter a name, agent names are displayed in the search results.
Select the agent's name.

For an agent to assign a waiting interaction to themself

From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.
For a waiting interaction, select the moremenu beside the interaction.
On the menu, select Assign to Self.

Notes:

Agents must be on-queue and in an Idle, Interacting, or Communicating state. Not Responding agents are not eligible.
Manual Assignment ignores all skills, languages, priority, time-in-queue, bullseye ring number, utilization, and Preferred Agent Routing score.
An agent in an Alerting state cannot be assigned an interaction.
Manual Assignment enables users to override agent-level utilization and assign interactions to agents who are on-queue.
Agents must have the appropriate permissions to receive assigned media types.
Interactions that are declined or not answered by an agent (timeout threshold reached) are returned to the queue and can be assigned again, until successfully answered.

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View waiting interactions in a queue

To navigate to the waiting interactions in a queue, perform the following steps:

Click Performance > Workspace > Queues Activity.

Click Menu > Analytics > Analytics Workspace.

In the Default section, search for Queue Activity and then click the view name to open it.

From the , click a queue’s name to view the

Manually assign a waiting interaction in a queue to an on-queue agent

From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.

For a waiting interaction, select the moremenu beside the interaction.

On the menu, select Assign to Other.

In the search box, begin typing the on-queue agent's name. As you enter a name, agent names are displayed in the search results.

Select the agent's name.

For an agent to assign a waiting interaction to themself

From the Queues Activity Detail view, in the Waiting list, find the interactions waiting in the queue.

For a waiting interaction, select the moremenu beside the interaction.

On the menu, select Assign to Self.

Notes:

Agents must be on-queue and in an Idle, Interacting, or Communicating state. Not Responding agents are not eligible.
Manual Assignment ignores all skills, languages, priority, time-in-queue, bullseye ring number, utilization, and Preferred Agent Routing score.
An agent in an Alerting state cannot be assigned an interaction.
Manual Assignment enables users to override agent-level utilization and assign interactions to agents who are on-queue.
Agents must have the appropriate permissions to receive assigned media types.
Interactions that are declined or not answered by an agent (timeout threshold reached) are returned to the queue and can be assigned again, until successfully answered.

Manually assign waiting interactions

View waiting interactions in a queue

Manually assign a waiting interaction in a queue to an on-queue agent

For an agent to assign a waiting interaction to themself

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Manually assign waiting interactions

View waiting interactions in a queue

Manually assign a waiting interaction in a queue to an on-queue agent

For an agent to assign a waiting interaction to themself

[NEXT] Was this article helpful?