CGR Not working as expected

[Santiago_Serna]

Hi Genesys,

we're trying to configure Conditional Group Routing to perform the following...

• We have 2 groups of Agents
• If there's someone Available from Group1, the call should be routed to him.
• If not, after 30 seconds waiting, the call should be routed pass to an agent from Group2

We are aware that we could try to do it with bullseye routing, but due to several issues in project, we're trying to perform with CGR doing like that

Queue has boths Groups assigned in members

We create the following rules

And when testing we have the following behaviour:

If Agent_1 (Group_1) is onQueue --> The call goes to Agent_1 --> As Expected
If Agent_1 (Group_1) and Agent_2 (Group_2) are onQueue --> The call goes to Agent_1 --> As Expected

If Agent_1 (Group_1) is Off Queue and Agent_2 (Group_2) is onQueue --> The call goes to Agent_2, but without waiting the 30 seconds that we have setup in first rule

Could you please advice what is wrong with our configuration?

Thanks

[Hitesh_Haran]

Hi @Santiago_Serna , can you please share screenshot of

1. Queue[My_Testing_Queue] - Members - Users and
2. Queue[My_Testing_Queue] - Members - Groups
   Thanks

[Santiago_Serna]

Hi @Hitesh_Haran ,

thanks for your help. Here you are the configuration