Conditional Group Activation overview

Conditional Group Activation (CGA) enables administrators to optimize staffing across queues by automatically expanding or shrinking the pool of agents based on real-time queue performance metrics. This ensures that support is dynamically shifted to where it’s needed most, maintaining service levels and maximizing workforce efficiency without manual intervention. CGA operates as a parallel background process that continuously evaluates the health of the current and borrowing target queues and works alongside the active routing method set. For more information on configuring CGA, see Create and configure queues.

How CGA differs from routing methods

• CGA – Evaluates queue health and makes groups of agents open for routing consideration during the period of time that the activation conditions are met. The availability of groups of agents applies to all conversations in a queue.
• Routing methods – Evaluates each conversation individually and identifies the right agent for each of them.

CGA highlights:

• Decoupled from routing methods: CGA acts as a gatekeeper of agent groups; the routing method can consider the agents in a group for conversation routing only if CGA makes the group available. CGA works with standard, bullseye, preferred agent routing, and predictive routing. CGA does not apply when last agent routing or direct routing is set. CGA is not compatible with conditional group routing. 
• Point-in-time evaluation: CGA evaluations are to determine group availability at a specified point in time; the availability is applicable to all conversations awaiting routing and not specific to any conversation.
• Dynamic agent pool expansion: Depending on the conversation load and the configuration set, agents from other queues are made available conditionally.
• Calculated agent sharing: Opens agent groups of other queues only when the KPI of the other queues is healthy.

CGA high-level workflow:

1. CGA performs a periodic evaluation following the rules that are set. Upon evaluation, CGA marks all or a subset of groups that are specified in the CGA rules as available for new and waiting conversations. This process is continuous and occurs irrespective of the arrival of a new conversation. 
   
   Note: When a group is made available by CGA, it indicates that the agents in the group can be considered by the routing system for agent selection. The availability of groups is not the same as the agent availability status.
2. A new conversation arrives or an agent becomes available. 
3. Genesys Cloud checks the scoring method, routing method, and evaluation method of the new and any waiting conversations, prioritizes conversations, and identifies eligible agents from the agent pool. The agent pool includes the following three categories: agents in groups made available by CGA, individual agent members, and agents from groups that are members of the queue but are not part of any CGA rules. After CGA makes agent groups available, the routing engine narrows down on an agent from the available groups for individual conversations. 
4. Genesys Cloud routes conversations for which a qualified agent is available. 
5. Conversations that do not have a suitable agent are assigned an agent when an assignable agent becomes available and when the conversation has the highest conversation score or priority for that agent. The agent becomes available because they came on queue, or they finished their current conversation, or their group was activated by CGA rules.

How CGA works with different routing methods