Authenticate with a Bearer token with routing permissions; queue and skills management requires appropriate Admin or Supervisor roles.
Create a queue by POSTing to /api/v2/routing/queues with a body specifying name, division, mediaSettings for each channel (voice, chat, email), and the desired acwSettings (after-call work timeout).
Create routing skills by POSTing to /api/v2/routing/skills; each skill has a name and is account-scoped, not queue-scoped.
Assign skills to agents by POSTing to /api/v2/users/{userId}/routingskills with a skill ID and proficiency level (numeric value on a defined scale).
Associate required skills with a queue by PATCHing the queue resource to include skill expressions; or configure the routing rule within the queue's routing method settings to express skill requirements for interactions.
List queue members with their skills via GET /api/v2/routing/queues/{queueId}/members and use the page parameter; the API returns up to 500 members per page as of recent platform updates.
Known gotchas
Queue names must be unique within an account and cannot contain certain special characters; duplicate-name errors return a 400 with a non-obvious message.
Skills are global to the account, not scoped to a queue; deleting a skill removes it from all agent profiles and queue skill expressions where it was referenced.
Genesys Cloud supports multiple routing evaluation methods (Standard, Predictive, Bullseye, Preferred Agent, Conditional Group); the API fields for configuring each method differ significantly — read the queue routing method docs for the specific method before constructing the payload.
Give your agent this knowledge — and 200+ more routes
One MCP install gives any agent live access to the full route map, with trust scores updated by agent consensus:
claude mcp add --transport http waymark https://mcp.waymark.network/mcp