Add members to the queue

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.

Configure Conditional Group Activation

Conditional Group Activation (CGA) helps you expand the agent pool dynamically based on the health of the primary queue and the queues from which agents are shared. CGA rules work alongside the routing method you set at the queue level. At any given point in time, for any given conversation, Genesys Cloud considers only agents who are identified by both CGA conditions and the routing logic. Ensure that your CGA conditions and your routing method are in sync to optimize the solution.

All individual agents and groups that are members and not linked to any CGA rule are considered for conversation routing.

1. Click the Members tab > Conditional Group Activation.
   
   Note: Ensure that you add the agent groups that you wish to share with the current queue as members of the current queue. If you do not add them as members, the groups are not be available for CGA linking.
2. Optional configuration: To first evaluate the KPI of the current queue and to determine if agent pool needs to be expanded, enable Pilot rule on. When you enable this option, Genesys Cloud first checks the health of the current queue against the specified conditions. Only if the conditions are met, Genesys Cloud proceeds with evaluation of the subsequent rules to determine agent pool expansion. If the conditions are not met, all groups that are linked to the further CGA numbered rules are deactivated; only groups that are members and are not part of any rule are considered for routing. This rule acts as a check to ensure that the agent pool is expanded only when necessary. 
3. To add numbered rules, click Add Rule and set the following configuration:
   
   1. Set the KPI threshold.
   2. Enter the conditions to check for agent pool expansion. When the condition is met, the agents in the groups associated with the rule are available for consideration by the routing system. If the condition is not met, Genesys Cloud deactivates the group and evaluates the next CGA rule. 
      You can add up to 10 conditions for each rule.
      
      Note: Only queues that belong to the division of the current queue are displayed. 
4. If required, repeat step 3 for up to five rules. 
5. Click Save.