Preferred agents go first

They can be offered without the skill if they belong to the queue and are On Queue.

Kind: chain

Flow: yes

Confirm before relying. The cited page wins.

Sources and go deeper

Each link was opened for this lab. Last checked 2026-10. A confirm flag means the lab could not verify that link.

Resource Center Preferred agent routing Last checked 2026-10
Developer docs Genesys Cloud Developer Center Last checked 2026-10 General developer docs. This is the Developer Center home, not a page written for this room alone.
Community Genesys Community Last checked 2026-10 Community home, not a thread about this room.
Wikipedia Automatic call distributor Last checked 2026-10 Background article. It is not a Genesys Cloud product page.