Hi Daniel,
If there are multiple agents to handle these calls, however you need to give priority to the most eligible ones.
In this case
you can create the languages as skills, and who are more efficient in the queue give them the highest rating(5 stars). and rest of the agents assign them less rating.
And in the
queue - routing - select the option - Best available skills. In this case the system will automatically route calls to the agent with the highest skills, if this agent is not available it will be routed to the other agents with less rating.
Hope this will help you
Regards
------------------------------
Teja Darbha
Jathwa Technology Solutions
teja.darbha@jathwa.comRiyadh Saudi Arabia
------------------------------
Original Message:
Sent: 03-31-2021 08:17
From: Daniel Mooney
Subject: Assistance required for Preferred agent routing set up
Good Afternoon,
One of our Customer Care teams have approached me to set up some preferred routing for voice calls in one of our queues.
For context, the queue is for our Belgium Market, and when a customer calls, we would like the calls to first be routed to a group of Flemish speaking agents, if none are available, it would be routed to any of the agents in the queue.
I have tried configuring the preferred routing in a test queue, and adding the MakeListAgentScorePair function within Architect outlined in the link below, however, it is failing & the call disconnects.
Genesys Cloud (formerly PureCloud)
I was thinking of using the bullseye routing method, creating a flemish skill, and then removing the skill if there were no agents available, however I only want to do this for voice, and the queue is associated with SMS, Social media, chat etc.
Can you advise on the best method for setting this up? Has something similar been requested previously?
Thanks
Daniel
#Routing(ACD/IVR)
------------------------------
Daniel Mooney
HelloFresh
------------------------------