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Genesys Cloud - Agent - Choose Queues to Work

Choose Queues to Work (Genesys Cloud)

Summary

The Choose Queues to Work feature in Genesys Cloud allows agents to select which assigned queues they will actively receive interactions from during their session. Agents may belong to multiple queues, but they can control which ones they are currently working based on workload, skills, or operational instructions.

By enabling or disabling specific queues, agents help optimize interaction routing and workload management while still remaining available for the queues they are responsible for.

Utilization

Use Case Description
Multi-queue agents Agents assigned to multiple queues choose which ones they are actively working
Skill-based support Agents enable queues aligned with their expertise
Operational load balancing Supervisors instruct agents to activate specific queues during high volume
Temporary queue participation Agents join additional queues during peak demand
Focused work sessions Agents disable certain queues to concentrate on specific interaction types

This feature allows organizations to maintain flexible routing strategies and dynamic staffing adjustments.

Best Practices

Practice Reason
Only enable queues you are trained to support Ensures customers reach qualified agents
Verify queue selections at login Prevents missed interactions
Follow supervisor instructions during high volume Helps maintain service levels
Avoid disabling queues during active staffing needs Prevents delays in customer support
Regularly review queue assignments Ensures agents remain aligned with operational priorities
Stay Available when working selected queues Allows the routing engine to deliver interactions

Example Scenarios

Scenario 1 – Agent Assigned to Multiple Queues

Agent logs into Genesys Cloud
        ↓
Agent opens queue selector
        ↓
Agent enables Sales and Customer Support queues
        ↓
Agent begins receiving interactions from both queues

Scenario 2 – Peak Volume Support

Supervisor identifies high call volume in Support queue
        ↓
Supervisor asks agents to enable Support queue
        ↓
Agents update queue selection
        ↓
Routing engine distributes interactions accordingly

Scenario 3 – Focused Queue Work

Agent normally supports multiple queues
        ↓
Agent temporarily disables secondary queues
        ↓
Agent focuses on primary queue interactions
        ↓
Queue performance improves for priority workload

Key Benefits

Benefit Explanation
Flexible queue participation Agents can control which queues they actively support
Improved routing efficiency Interactions are directed to agents who enabled the queue
Better workload management Teams can adapt to changing demand
Operational transparency Agents clearly see which queues they are working
Supports multi-skill environments Enables dynamic queue participation for skilled agents
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