Genesys Cloud (formerly PureCloud)

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Evaluation Method and advanced routing

  • 1.  Evaluation Method and advanced routing

    Posted 10-21-2020 15:50
    Looking to understand routing methods.  When you define a queue in architect and assign a skill to look at what is followed in the Queue call flow.  Example.  Queue abc in architect has Queue abc skill 1 identified to route to the agent.  When you go to the Queue routing you have Evaluation set to disregard skills and also advanced bullseye routing set.  How is the call going to route?  Will it follow the architect and look at queue abc skill 1 first then ignore the evaluation set since that is set to disregard skills and follow the bullseye of ring 25 sec then remove skill 1, 25 sec then remove skill 2?  Or will it follow the evaluation set of disregard skills and just route to the highest priority agent?
    #ArchitectureandDesign
    #Routing(ACD/IVR)
    #SystemAdministration

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    Janice Jahnsen
    F5 Networks, Inc.
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