PureConnect

 View Only

Discussion Thread View
Back to discussions
Expand all | Collapse all

Preferences and Agent Ranking in Interaction Optimizer

  • 1.  Preferences and Agent Ranking in Interaction Optimizer

    Posted 03-11-2019 17:48
    Edited by Greg Brown 03-11-2019 18:18

    I'm not seeing a lot of discussion around this topic, So I'll start a new one.

    We're on a new implementation of PureConnect CIC 2018 R3 and are looking at testing out Scheduling Preferences with Interaction Optimizer. Does anyone have any experience with the combination of Preferences and Agent Ranking to ensure higher ranked agents are having their preferences met first?

    Specific questions:
    Is the logic around how agents are being assigned schedules clear and easy to communicate to stakeholders? (Agents)
    Is there a way to do bulk updates of agent rankings based on external data sources? 
    For people using the system in this way; any best practices around it you would care to share?

    Thanks!


    #Implementation

    ------------------------------
    Greg Brown
    O2E Brands Inc
    ------------------------------


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources