# Queue Configuration Reference

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## 1. What Is a Queue?

A **queue** is a holding area where interactions (calls, chats, emails, callbacks) wait to be routed to an available agent. Queues are the backbone of ACD (Automatic Call Distribution) routing in Genesys Cloud — every Transfer to ACD action in Architect points to a queue.

> 📌 Genesys Cloud supports up to **5,000 queues** with a maximum of **5,000 members per queue** for voice and chat channels.

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## 2. How to Navigate to Queues

Two ways to get there:

- **Search bar** → type "Queues"
- **Admin menu** → Contact Center → Queues

> ⚠️ **Permissions required:** You must have administrative credentials with the `Routing > Queue` permission to create or edit queues. Users with only `Routing > QueueMember > Manage` permission can manage membership only — not queue settings.

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## 3. Creating a New Queue

1. Navigate to **Admin → Contact Center → Queues**
2. Click **+ Create Queue** (top right)
3. Fill in the **Name** — must be unique; cannot contain asterisks
4. *(Optional)* Select a **Division**
5. *(Optional)* **Copy settings from** an existing queue to replicate its configuration and members
6. Click **Save**

> 📌 **Naming tip:** Use a consistent naming convention (e.g., `Support_Inbound`, `Sales_Chat`) so queues are easy to identify in Architect flow dropdowns and reports.

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/2YrbBZsFNmiRyclh-image-1773348718181.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/2YrbBZsFNmiRyclh-image-1773348718181.png)
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## 4. Queue Configuration Tabs

After saving, the queue opens with several configuration tabs:

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/1eboazEg6yshC2pC-image-1773349084691.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/1eboazEg6yshC2pC-image-1773349084691.png)
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### 📋 General Tab

| Setting | Description |
|---|---|
| **Name** | Unique identifier — cannot contain asterisks |
| **Division** | Organizes the queue within your org's division structure |
| **Description** | Optional notes about the queue's purpose |
| **After Call Work (ACW)** | Controls agent wrap-up behavior after each interaction |
| **Auto Answer** | Automatically answers interactions for agents on this queue (digital channels) |
| **Last Agent Routing (LAR)** | Routes interactions to the last agent who handled that customer |
| **Manual Assignment** | Allows supervisors/agents to pull interactions from the queue manually |

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### ⏱️ After Call Work (ACW) Modes

The lecture covers this partially — here is the complete list per current documentation:

| ACW Mode | Description |
|---|---|
| **Optional** | Agent can enter ACW manually or skip it entirely |
| **Mandatory Discretionary** | ACW is required but agent decides when to end it and return to queue |
| **Mandatory Time-boxed** | ACW has a set time limit; agent can end early and return to queue before timer expires |
| **Mandatory Time-boxed – No Early Exit** | Agent must wait the full time before returning to queue; cannot exit early |
| **Agent Requested** | Agent can request ACW; not automatically triggered |

> 📌 Maximum ACW timeout: **3,600 seconds (1 hour)**. If an agent fails to complete ACW within the timeout, Genesys automatically assigns the default wrap-up code `ININ-WRAP-UP-TIMEOUT`.

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### 🔀 Routing Tab

The **Routing Tab** is where you configure how interactions are matched to agents. The lecture mentions this is "based around skills" — here is the full picture:

#### Routing Methods (5 available)

| Routing Method | Description |
|---|---|
| **Standard** | Default method. Routes based on skills evaluation method you choose. |
| **Bullseye** | Skills-based routing with expansion rings — widens the agent pool over time if no match found. Supports up to **5 rings** with configurable delays. |
| **Predictive** | Uses machine learning to analyze historical data and predict the best agent-interaction match to optimize a chosen KPI. Supports voice, email, and async messages. |
| **Preferred Agent** | Routes to specific preferred agents first, then falls back to bullseye rules. Supports up to **6 rings**. |
| **Conditional Group** | Routes based on real-time KPI conditions (e.g., queue wait time, agents available). Supports up to **5 rules** with **10 conditions** per rule. |

#### Evaluation Methods (used with Standard and Bullseye routing)

| Evaluation Method | Description |
|---|---|
| **All Skills Matching** | Agent must have ALL required skills to receive the interaction |
| **Best Available Skills** | Routes to the agent with the highest skill proficiency available |
| **Disregard Skills / Next Agent** | Ignores skills entirely; routes to the agent idle longest |

#### Scoring Methods

| Scoring Method | Description |
|---|---|
| **Conversation Score** | Combines arrival time and priority value to rank waiting interactions |
| **Priority Score** | Uses only the priority value; time in queue used as tiebreaker |

> 📌 **Best practice:** Set the scoring method at queue creation or when the queue has no waiting interactions. Changing it mid-queue can cause unexpected routing order.

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### 👥 Members Tab

- Add **individual users** or **groups** to the queue
- Members must be added for the queue to receive and route interactions
- For **Bullseye routing**, members can be assigned to specific rings
- For **Preferred Agent routing**, agent score pairs (0–100) define priority

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### 🏷️ Wrap-Up Codes Tab

- Assign specific wrap-up codes agents can select after completing an interaction on this queue
- Wrap-up codes are used for reporting and interaction categorization
- If no code is selected by the agent within ACW timeout, `ININ-WRAP-UP-TIMEOUT` is automatically assigned

> 📌 The lecture notes wrap-up codes are covered in a separate course — but be aware this tab exists and connects directly to reporting.

---

### 🔊 Voice Tab (Additional Settings)

Not covered in the lecture — but present in the UI:

| Setting | Description |
|---|---|
| **Alerting Timeout** | How long an agent's phone rings before the interaction is redirected |
| **Service Level** | Target % of interactions answered within a defined number of seconds |
| **In-Queue Flow** | Assign an Architect in-queue flow (e.g., music on hold, queue position announcements) |
| **Whisper Prompt** | Audio played to the agent just before they answer the call |

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## 5. Queue Limits & Permissions Reference

| Item | Limit / Detail |
|---|---|
| Max queues per org | 5,000 |
| Max members per queue | 5,000 (voice and chat) |
| ACW max timeout | 3,600 seconds |
| Preferred agent rings | Up to 6 |
| Bullseye rings | Up to 5 |
| Conditional Group rules | Up to 5 rules, 10 conditions each |
| Queue name | Must be unique; no asterisks |
| Required permission (create/edit) | `Routing > Queue > Edit` |
| Required permission (members only) | `Routing > QueueMember > Manage` |

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## 6. How Queues Connect to Call Flows

Once a queue is created, it's referenced inside Architect flows using the **Transfer to ACD** action:

```
Call Flow → Evaluate Schedule → Open → Transfer to ACD → [Select Queue Name]
```

> This is the core connection between Architect and Queues — the queue you create here is what you select in your Transfer to ACD action.

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## 7. Best Practices

| Practice | Why It Matters |
|---|---|
| Use consistent naming conventions | Easy to find in Architect dropdowns and reporting |
| Set ACW mode intentionally | Impacts agent productivity and reporting accuracy |
| Choose routing method at creation | Changing scoring methods mid-queue can cause unexpected routing |
| Assign an In-Queue flow | Controls caller hold experience (music, position announcements) |
| Test queue before connecting to live flow | Validate routing behavior without impacting real callers |
| Don't leave queues without members | Calls will wait indefinitely with no agent to answer |

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## 8. Quick Reference Cheat Sheet

| I want to... | Where to configure |
|---|---|
| Create a new queue | Admin → Contact Center → Queues → + Create |
| Control how long agents do wrap-up | General tab → After Call Work |
| Change how calls are routed to agents | Routing tab → Routing Method |
| Add agents to the queue | Members tab → Add Users/Groups |
| Assign wrap-up codes to the queue | Wrap-Up Codes tab |
| Set hold music or queue announcements | Voice tab → In-Queue Flow |
| Play a message to agent before answering | Voice tab → Whisper Prompt |
| Reference the queue in a call flow | Architect → Transfer to ACD → select queue |

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[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/VFKbWfhYZaS4eep3-image-1773348542572.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/VFKbWfhYZaS4eep3-image-1773348542572.png)

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