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  • 1.  Preferred agent routing, with no preferred agents

    Posted 07-02-2020 12:49
    Quick question:

    Let's say I have a queue setup with 1 ring for preferred agents, for 10 seconds. Then in Architect, I transfer to that queue, but don't set any preferred agents. Will there be a 10s delay before the call rings general members of the queue? If so, is there any way around this (without creating multiple queues)?


    Thanks,
    Adam
    #Routing(ACD/IVR)

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    Adam Rubin
    Humana Inc.
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  • 2.  RE: Preferred agent routing, with no preferred agents

    GENESYS
    Posted 07-02-2020 15:01
    No it will skip the preferred agent rings

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    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Preferred agent routing, with no preferred agents

    Posted 07-02-2020 15:35
    Thanks so much, Melissa.

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    Adam Rubin
    Humana Inc.
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  • 4.  RE: Preferred agent routing, with no preferred agents

    Posted 04-13-2022 18:59
    Along these same lines, if we had say two rings of Preferred Agent Routing configured like this:
    1st Ring: Route to preferred agents with score >= 99 for 900 seconds
    2nd Ring: Route to preferred agents with score >= 65 for 300 seconds

    And we did supply a list of preferred agents and scores, but there were none that matched the first ring, does it automatically drop to the second ring?

    I think and hope the answer is yes, but would love confirmation. Thanks in Advance.

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    Jeff Savin
    Varsity Tutors LLC
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  • 5.  RE: Preferred agent routing, with no preferred agents

    Posted 07-19-2022 09:28
    My understanding is the strict answer is "yes", however...

    Say we have

    1st Ring >=90 for 120 seconds
    2nd Ring >=80 for 120 seconds
    3rd Ring >=70 for 120 seconds

    Now, if there are no agents with scores >=90, it will ignore the 1st ring. If there are no agents >-80 then  it will ignore the first 2 rings and so on,

    BUT

    Let us say we have 1 agent who is On Queue, on the phone and has a score of 95, the next agent "down" has a score of 75. (So no agents "in" ring 2) it WON'T skip ring 2, since our agent matches both >=90 and >=80...

    HTH


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