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  • 1.  Alternatives to Bullseye and Preferred Agent Routing

    Posted 09-27-2021 00:58
    Hi All -

    We have a Customer who wants to overflow calls to a Secondary team of Agents after a time delay ...

    - we've considered Bullseye Routing, however the Customer is using WFM;
    - we've also considered Preferred Agent Routing, however the Customer has more than 20 Agents in the Primary team
    - we would prefer *not* to use an 'overflow queue'

    Does anyone have an alternative suggestions?

    Cheers,
    Mal.
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Thanks and regards,
    Malcolm Green
    Senior Contact Centre Engineer
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
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  • 2.  RE: Alternatives to Bullseye and Preferred Agent Routing

    Posted 09-30-2021 18:35
    Hi Mal,

    Why does WFM limit you from using a "primary" skill attached to the call that would stripped in the bullseye routing after x seconds?

    Thanks,
    Mike.

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    Mike Hill
    Varsity Tutors LLC
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    Original Message


  • 3.  RE: Alternatives to Bullseye and Preferred Agent Routing

    Posted 09-30-2021 23:26
    Hi Mike -

    The issue is to do with forecasting; from the Resource Centre ...



    Cheers,
    Mal.

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Sdr
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
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    Original Message


  • 4.  RE: Alternatives to Bullseye and Preferred Agent Routing

    GENESYS
    Posted 10-01-2021 08:27
    Thanks for jumping in here, Malcolm!!!

    Mike - to add to Mike's explanation and the current documentation - the core reason Bullseye doesn't work with forecasting and scheduling is that each time you strip away a skill from a ring, you are effectively changing the target group of agents, making 'sub-queues' if you will.  The planning group is expecting a static set of agents to consider, each time the skill strips away, there is a new group to consider.  Ultimately, this can't ever be predicted as you can never tell in what ring the interaction will end up in.

    The first ring, as the call enters the queue, will be fine, everything past that is a bit of a crapshoot!

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    Chris Bohlin
    Product Manager - PureCloud
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    Original Message


  • 5.  RE: Alternatives to Bullseye and Preferred Agent Routing

    GENESYS
    Posted 09-09-2022 12:27
    See Chris' comment below, I also posted a more detailed version of 'why' in another thread. 

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=cd0f1f17-d643-4361-bdad-f1383a012387&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4#bmcd0f1f17-d643-4361-bdad-f1383a012387
    ​

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    Cameron Smith
    VP, Product Management - Workforce Engagement Management
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    Original Message


  • 6.  RE: Alternatives to Bullseye and Preferred Agent Routing

    Posted 09-08-2022 10:26
    To the OP....did you find a solution?

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    Clayton Curtis
    Enova Online Services, Inc.
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    Original Message


  • 7.  RE: Alternatives to Bullseye and Preferred Agent Routing

    Posted 09-08-2022 12:20

    Once again, when discussing this, I see lots of mentions of the problem with stripping skills and WFM. I have yet to find out if the same problem affects queues set up with agents assigned to rings (with no skill changes).

    I am aware that WFM will only schedule agents in Ring1, but that is exactly what you would want, in practice. MOST calls should be answered by agents in Ring 1. The outer rings should ideally only be used when there are insufficient agents in Ring 1, which essentially means either adherence issues or more interactions than forecasted. Either way, WFM has already essentially got it wrong.

    If you work with Genesys, you can get the 20-agent "cap" on preferred agent expanded, but my understanding is that it has the same issues (if you think about it, how is WFM going to know which agents end up in which "ring"?)

    Can we get a full explanation of all this, please?



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    Paul Simpson
    Sr. Cloud Partner
    AAA Club Alliance Inc.
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    Original Message


  • 8.  RE: Alternatives to Bullseye and Preferred Agent Routing

    GENESYS
    Posted 09-09-2022 09:04

    Paul - the use case you laid out is supported by WFM.  The simple rule is that if you make any changes to kills/languages/queues you end up breaking the planning group.  Just expanding from one group of agents to another without stripping skills away will absolutely work.  In fact, we are going to be introducing the ability to assign our new 'skill expression groups', which are groups build on ACD skill and proficiency condition statements to bullseye rings.  The same theme will hold here.  If yuo want to look for all your agents with the sales skills with a proficiency for 5 for 10 seconds and then lower proficiency (but keep the skills the same) and include your level 4 proficiency agents - that will work with WFM.

    Regarding the second question on Preferred Agent Routing - this actually ignores the planning group b/c you are saying these interactions are going to go to these agents and that isn't something that can be planned in WFM.  The rules the interaction is answered in is irrelevant in this case.

    Hope that helps but happy to keep this dialogue going so we can make this clearer for everyone.

    thanks,
    Chris



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    Chris Bohlin
    Product Manager - PureCloud
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    Original Message


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