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  • 1.  Agent not receiving Inbound calls

    Posted 10-29-2024 01:54

    Hi Community,

    We have the below routing set up on our queues. We have agents with the same skill level assigned to this queue but we noticed there is one agent who doesn't receive inbound calls as much as others do even when in idle state. What could be impacting the routing? Thank you for any help on this.


    #Routing(ACD/IVR)

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    Best regards,
    Aparna
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  • 2.  RE: Agent not receiving Inbound calls

    Posted 10-29-2024 04:41

    Hi Aparna,

    Not sure we have enough information to give an full answer with the info provided.

    I'd assume it's to do with either a. Agent skill proficiency (if you are using skills - language or routing skills) or b. agent had no skills attached and therefore considered last, or c. idle time of agent suggests that the agent is busy and therefore taking fewer calls.

    Cheers 
    P




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    Paul Ruiz Gilmour
    Customer Solutions Design Specialist
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    Original Message


  • 3.  RE: Agent not receiving Inbound calls
    Best Answer

    Posted 10-29-2024 04:45

    Other things to consider


    Is the Agent on multiple queues?



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    Paul Ruiz Gilmour
    Customer Solutions Design Specialist
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    Original Message


  • 4.  RE: Agent not receiving Inbound calls

    Posted 10-29-2024 20:07

    Thank you all for the prompt responses,  @Paul Ruiz Gilmour

    Yes the agent is assigned to multiple queues and has the skill proficiency as the other agents on the queue. Our routing is skill based routing and they have been On queue ready to take call but they didn't get any inbound calls. But they could do outbound calls. Will investigate further. 



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    Best regards,
    Aparna
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    Original Message


  • 5.  RE: Agent not receiving Inbound calls

    Posted 10-30-2024 06:56

    Hi Aparna,

    Thanks for the update, some other things along side Lukes' suggestion,

    Utilitzation - ensure the agent is allowed to take voice

    Inactive - is the agent sitting inactive on the queue?

    WebRTC testing - 




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    Paul Ruiz Gilmour
    Customer Solutions Design Specialist
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    Original Message


  • 6.  RE: Agent not receiving Inbound calls

    Posted 10-29-2024 12:01

    Hello, I would verify the agent has a station assigned when in queue which can create idle time and allow agents to bypass calls into the queue. I am not excusing the agent, but something worth to explore to verify this is not the case.



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    Luke Murphy
    Genesys Cloud Developer
    CCS Medical
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    Original Message


  • 7.  RE: Agent not receiving Inbound calls

    Posted 12-04-2024 11:10

    We have had a similar situation lately and have found that the agents deactivate their queues at the end of their shift before signing off, then they go on queue the next day and reactivate the queues they work on.  This has somehow caused the agents to not receive calls due to a known issue by Genesys developers.  However, it's not happening all the time, and not happening to all agents.  We were told to either leave the queues activated and simply go off queue at the end of their shift, or have them activate queues in the morning in an off queue status, then go on queue when they are ready to take calls.  



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    Mike McCleery
    Senior Operations Analyst
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    Original Message


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