Genesys Cloud CX

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  • 1.  Queuing for an individual Agent

    Posted 02-22-2021 12:54
    I trying to figure out how we can have a customer route to a specific agent and wait in queue for that agent if they are busy.  I don't want to create a separate queue for each agent as there are too many agents.  Dial by name is in the Ideas Portal even then the agent would still need their own queue.   Any ideas out there.
    #Routing(ACD/IVR)

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: Queuing for an individual Agent

    GENESYS
    Posted 02-23-2021 15:55
    Martin - have you tried 'Preferred Agent Routing'?  This will enable you to define a target agent and hold the interaction for them for a max of 15 minutes.  (We are currently working to increase that timer to 24 hours and beyond), but that should meet your needs especially if you are working with calls.

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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: Queuing for an individual Agent

    Posted 02-23-2021 19:29
    Edited by Martin Bunting 02-23-2021 19:30
    Thanks, Chris.  Hopefully, I will have time tomorrow to configure a test Queue with Preferred Agent routing and see how it works.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 4.  RE: Queuing for an individual Agent

    Posted 08-10-2022 19:28
    how did preferred Agent routing work.  we have the same issue in our call center

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    Clayton Curtis
    Enova Online Services, Inc.
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