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Using the Transfer to ACD feature: Preferred Agent

  • 1.  Using the Transfer to ACD feature: Preferred Agent

    GCAP Member
    Posted 11-25-2019 11:55
    Edited by Angel Rodriguez 11-25-2019 11:56
    https://help.mypurecloud.com/articles/transfer-acd-action/

    Quick question about this:

    Will calls be routed to ONLY agents that are added to the list, or will it create a priority based on agents that are already assigned to the target queue? So for example, I'm using the following command/code.

    MakeList(
    MakeAgentScorePair(
    FindUserById("AGENT1"),
    90
    ),
    MakeAgentScorePair(
    FindUserById("<AGENT2>")
    75
    )
    )

    Will AGENT3 ever get a call if he's not on the MakeList command above? (Yes, AGENT3 is assigned to the queue as well).

    #SystemAdministration #Architect

    ------------------------------
    Angel R.
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  • 2.  RE: Using the Transfer to ACD feature: Preferred Agent

    GENESYS
    Posted 11-25-2019 12:02
    Yes.  On your queue, you will set rings (like bullseye rings) that specify how long to wait for the preferred agents before falling to the next larger ring.  Eventually you run out of rings and the call can go to any agent on the queue (subject to skill/language requirements).

    ------------------------------
    Melissa Bailey
    Genesys - Employees
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  • 3.  RE: Using the Transfer to ACD feature: Preferred Agent

    GCAP Member
    Posted 11-25-2019 12:06
    Edited by Angel Rodriguez 11-25-2019 12:18
    Hi Melissa,

    Thanks for the response. Makes more sense now.

    ------------------------------
    Angel R.
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