Genesys Cloud CX (formerly PureCloud)

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Query regarding the reporting capabilities of Bullseye routing

  • 1.  Query regarding the reporting capabilities of Bullseye routing

    Posted 10 days ago

    Hi,

     

    My org would like to introduce the Bullseye routing feature on a couple of our queues, to widen the pool of agents during busy time periods. We have no issues with the setup, the question I have been posed by the CC teams are how they can report on how many calls are overflowing to the widened pool of agents, how many interactions they are handling in these queues.

    As far as I can see, there is no such specific reporting in Genesys, I wasn't able to find anything online either.

    Any guidance would be appreciated.

    Thanks

    Daniel


    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Daniel Mooney

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  • 2.  RE: Query regarding the reporting capabilities of Bullseye routing

    GCAP Member
    Posted 10 days ago
    We have the same issue with Bullseye reporting. Even if you use the skills performance, you can't easily tell if the queue was answered by the primary agent or the bullseye agent
    GC is "supposed" to be making the reporting better for this, but so far not.


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    Monique
    System Administrator
    Messer LLC
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  • 3.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 9 days ago

    I checked 'Participant Data' under the Interaction, but there is no reporting on what happened inside of the queue. The 'Timeline' doesn't have information to explain what ring someone was in either.  

    I know that isn't reporting, but it would be nice to have that information readily available to a Supervisor or Admin in those locations.



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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 4.  RE: Query regarding the reporting capabilities of Bullseye routing

    GENESYS
    Posted 9 days ago
    All - we are working on this exact issue now and hope to release in the next 30-days.  We are going to be adding the following columns to make it easier to understand the cause and effect of routing methods:

    • RoutingRequested
    • RoutingUsed
    • Agent Bullseye Ring (tells the ring an agent is specifically assigned to if setup that way)
    • Bullseye Ring (tells what bullseye ring the interaction is answered in)
    • Preferred Rule (tells what rule the preferred agent was in)
    • Skills-active (skills remaining for used for routing)
    • Skills-removed (skills removed).
    Additionally:
    • If you also include 'Skills' - that will give you all the original skills that came from the flow.
    • There are also a couple preferred agent routing columns as well to show the list of scored agents, and the preferred agent who answers the call.

    In the future we're also hoping to add 'interaction priority' so that you can see and sort on that value for waiting interactions just to give another indicator of routing detail.

    Hope that helps.
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 5.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 9 days ago
    Thank you @Chris Bohlin!  That's exciting news.​

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 6.  RE: Query regarding the reporting capabilities of Bullseye routing

    GCAP Member
    Posted 8 days ago
    @Chris Bohlin
    Fantastic! Reporting on which skill answered the queue is so important from a call management perspective

    Will this be something I can also see on my performance dashboard, so I can easily see skill activity similar to queue? That way I can easily see if too many calls are being answered by other rings and quickly adjust my agents
    eg:
    ring 1 skill : offered, answered not responding, etc
    ring 2 skill: offered, answered not responding, etc

    ​​​

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    Monique
    System Administrator
    Messer LLC
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  • 7.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 5 days ago

    Hi Chris,

    Great & thanks for the update.

    Look forward to seeing this released!

    Regards,

    Daniel



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    Daniel Mooney
    HelloFresh
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  • 8.  RE: Query regarding the reporting capabilities of Bullseye routing

    Posted 4 days ago
    Hi Chris!  That is terrific.  Our largest customers love Bullseye routing.  Any idea if/when Genesys will be supporting WFM with Bullseye or Preferred Agent Routing?

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    Bob Shappell
    Avtex Solutions, LLC
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