Genesys Cloud - Main

 View Only
Discussion Thread View
  • 1.  ACD Routing Scoring on Interactions Reporting or Views and managing skills

    Posted 02-20-2021 10:16
    Is there a way to see the ACD Routing Score on an individual interaction? 
    Also, how is best way to identify skills availability at a specific time an interaction started or was handled?
    We have requirements that agents be licensed is specific US states and assign them their state skills per their licensing. Then in Architect we put the state skill requirement on the call as it comes inbound. Want to find a way to manage skill resources so we have enough agents with right skills on-queue to handle call volume. Anyone got any ideas how to best do that?
    Thank You.
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Greg Beal
    Coverance Insurance Solutions
    ------------------------------


  • 2.  RE: ACD Routing Scoring on Interactions Reporting or Views and managing skills

    GENESYS
    Posted 02-22-2021 08:09
    Greg - we do not currently provide the interactions score (which is a combination of the interactions priority value + the time in queue) as this is a number that grows over time.  Unless you are attaching skills to your interactions before the 'transfer to ACD' step - that is really the only time you'd be able to evaluate the skills attached to an interaction.  We are working to start printing this information to interactions connected to an agent so that you can see what the original skills attached to the interaction were and what was left after stripping skills from a bullseye routing ring.

    As to the 'have enough agents on queue' question - are you using our WEM tools as well?  Forecasting and Scheduling are really what we recommend for this.

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------



Need Help finding something?

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