I had a comment back from our Product Management team:
"To the question about 'where can we adjust this number' - today, you cannot. 'Longest Time Since Last Interaction' is our default routing method. While in a vacuum it may seem to unfairly route to one agent over another - if you look over time you will see a more even distribution of interactions based on this and it is why we have made it our default routing logic."
@Bob Shappell Yeah, it is a score calculation rather than a series of decisions, so the score always factors in the time since an agent last handled an interaction.​
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 08-20-2019 03:39
From: Benjamin Thominet
Subject: New Domain Skill Priorities Not Working
Hi. ​"if an agent has been idle long enough "
Where is it possible to configure this delay?
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Benjamin Thominet
Orange Business Services S.A.
Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working
You need to choose Best Available Skills as the Evaluation Method.
Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 08-19-2019 12:42
From: Ray Richardson
Subject: New Domain Skill Priorities Not Working
Good afternoon
We just launched a new domain in the UK and their call flow is very simplistic. Only 5 skills and 10 agents. We are not utilizing bullseye routing but gave all agent all skills. We did vary on priority per skill per agent in an attempt to direct calls to specific agents.
Currently calls are not delivering in the intended manner. We have calls arrive and get delivered to the lower priority agent even though both agents are available and on queue.
Any idea why the priority settings on skills is not delivering the calls in the intended manner? Any suggestions or feedback would be greatly appreciated.
Thanks
Ray Richardson
Werner Co.
#Routing(ACD/IVR)
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Ray Richardson
Werner
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