Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Preferred agent routing

    Posted 06-10-2021 10:03

    Hi Everyone,

    I am trying to implement preferred agent routing for one of our queues. There will be around 15 agents who should all have the same score & I will enable the "route to all preferred agents setting within the queue.

    However, I would need some guidance on what function I need to use in the Architect flow, as they should all have the same score, can I use the example below?

    Any help would be greatly appreicated!

    Thanks

    Daniel





    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Daniel Mooney
    HelloFresh
    ------------------------------


  • 2.  RE: Preferred agent routing

    GENESYS
    Posted 06-10-2021 10:14
    Use the same score for all the entries in the 2nd MakeList.  For example using a score of 95 and 3 agents:

    MakeListAgentScorePair(MakeList("insertAgentId1", "insertAgentId2", "insertAgentId3"), MakeList(95,95,95))

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Preferred agent routing

    Posted 06-10-2021 13:03

    Hi Melisaa,

    Thanks for the info! I will give that a go and let you know how I get on.

    Regards,

    Daniel



    ------------------------------
    Daniel Mooney
    HelloFresh
    ------------------------------

    Original Message


Need Help finding something?

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