Genesys Cloud - Main

Hi all -  I'm hoping someone has set up a routing method like this and can offer some guidance. We have separate queues for emails, calls and chats and we're using standard routing with all skills matching.  The current ACD routing method looks at the last interaction handled by an agent regardless of type.  Ideally we would like to check when the last chat, email or call was handled and deliver the next one to the most available agent for that particular interaction type (all agents are in all queues).  Does anyone have experience with a similar setup? 

Thanks

#Routing(ACD/IVR)

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Carlos Alonso
Dow Jones & Company, Inc.
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Hello Carlos,

I think your best bet would be to use the Disregard Skills, Next Agent evaluation method. I don't think that we have a means to limit routing based on interaction type but may be a great Idea to suggest in the Product Ideas Lab. 

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Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 06-03-2025 10:00
From: Carlos Alonso
Subject: ACD routing based on interaction type

Hi all -  I'm hoping someone has set up a routing method like this and can offer some guidance. We have separate queues for emails, calls and chats and we're using standard routing with all skills matching.  The current ACD routing method looks at the last interaction handled by an agent regardless of type.  Ideally we would like to check when the last chat, email or call was handled and deliver the next one to the most available agent for that particular interaction type (all agents are in all queues).  Does anyone have experience with a similar setup? 

Thanks

#Routing(ACD/IVR)

------------------------------
Carlos Alonso
Dow Jones & Company, Inc.
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