Genesys Cloud - Main

Hi all.  We configured some agents' utilization on Genesys so that the agents working on email can be interrupted by a call. However, calls are routed to agents working on email before they are routed to agents who are idle only on voice. Shouldn't the calls route to those idle on only voice before they route to those on emails? Thanks for your input.

Hi all.  We configured some agents' utilization on Genesys so that the agents working on email can be interrupted by a call. However, calls are routed to agents working on email before they are routed to agents who are idle only on voice. Shouldn't the calls route to those idle on only voice before they route to those on emails? Thanks for your input.

Hi Alba,

Are the emails and voice interactions split between different queues?  There's a few things to check off to figure out why this is happening.

In your Queue configuration, check the routing tab and if you have Standard Routing configured, check what Evaluation Method is being used. 

If you have All Skills Matching, ACD selects the agent who has all of the required skills with the longest time since last interaction; it does not consider the agent skill rating.

If you have Best Available Skills; 

1. ACD considers the 100 agents with the longest time since last interaction.
2. Of those agents, ACD finds those with all of the required skills and calculates their highest average skill proficiency, and then assigns the interaction to the agent with the highest average skill proficiency.
3. If multiple agents have the same average skill proficiency, ACD selects the agent with the longest time since last interaction.

Lastly Disregard Skills, ACD selects the agent with the longest time since last interaction; it does not consider the agent skills.

It's also worth checking what your Skill Star ratings are for your staff depending on what you use above. 

It might also be worth verifying in your Organization Settings, this setting;

Routing Includes Agent Presence
When enabled, all queue routing methods will use changes in agent presence to reset the ACD routing score. This will result in interactions being delivered to the agent who has been sitting in idle/available the longest intra-day. By default, interactions are routing based on the 'time since last interaction'.

Based on what you're experiencing, it's possibly related to the fact that the user who's working on an email has been idle longest on Voice, so it'll route to them first or related to how their skills are setup.

Hi all.  We configured some agents' utilization on Genesys so that the agents working on email can be interrupted by a call. However, calls are routed to agents working on email before they are routed to agents who are idle only on voice. Shouldn't the calls route to those idle on only voice before they route to those on emails? Thanks for your input.

This is good info, Robert. Is it also possible that if the email was transferred directly to the agent by another agent that it is now a non-ACD interaction? Meaning, that Genesys wouldn't consider the agent on an ACD interaction and would still consider that agent in the pool of "longest without an interaction".  I am not sure that makes sense but I am thinking about the voice option under Utilization "Count non-ACD calls in Utilization capacity". Obviously, that option is not available for Digital interactions which is why I am thinking my question might be valid. 

Hi Alba,

Are the emails and voice interactions split between different queues?  There's a few things to check off to figure out why this is happening.

In your Queue configuration, check the routing tab and if you have Standard Routing configured, check what Evaluation Method is being used. 

If you have All Skills Matching, ACD selects the agent who has all of the required skills with the longest time since last interaction; it does not consider the agent skill rating.

If you have Best Available Skills; 

1. ACD considers the 100 agents with the longest time since last interaction.
2. Of those agents, ACD finds those with all of the required skills and calculates their highest average skill proficiency, and then assigns the interaction to the agent with the highest average skill proficiency.
3. If multiple agents have the same average skill proficiency, ACD selects the agent with the longest time since last interaction.

Lastly Disregard Skills, ACD selects the agent with the longest time since last interaction; it does not consider the agent skills.

It's also worth checking what your Skill Star ratings are for your staff depending on what you use above. 

It might also be worth verifying in your Organization Settings, this setting;

Routing Includes Agent Presence
When enabled, all queue routing methods will use changes in agent presence to reset the ACD routing score. This will result in interactions being delivered to the agent who has been sitting in idle/available the longest intra-day. By default, interactions are routing based on the 'time since last interaction'.

Based on what you're experiencing, it's possibly related to the fact that the user who's working on an email has been idle longest on Voice, so it'll route to them first or related to how their skills are setup.

Hi all.  We configured some agents' utilization on Genesys so that the agents working on email can be interrupted by a call. However, calls are routed to agents working on email before they are routed to agents who are idle only on voice. Shouldn't the calls route to those idle on only voice before they route to those on emails? Thanks for your input.