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  • 1.  Agent Utilization options other than per each agent or Org?

    Posted 03-13-2024 13:06
    No replies, thread closed.

    Hi all,

    As per usual, hoping you fine folks have run into this challenge and have a solid workaround or solution. We are migrating from PureConnect to Genesys Cloud (FedRAMP specifically). In PureConnect, we can rather easily set utilization by the agent or queue. We know that in Genesys Cloud utilization is set at the Org or Agent level only. We were hoping the new Utilization labels may offer relief, but so far we aren't sure they'll meet our needs.

    Here is our challenge:

    We will be a single org with multiple divisions. Each division for the most part will have its own set of queues and agents. Each of these queues will have differing utilization requirements. In the scenario above is there any alternative to having to adjust each agent's utilization individually? Ideally we could set utilization at a Queue or Division level, but that doesn't appear possible.

    Any thoughts or suggestions? Seems extremely tedious to manage hundreds or more agents individually for utilization purposes. For each agent, we'll have to know which queue / division they are part of and then set each agents utilization accordingly (trying to avoid any mistakes or ovesights). Fingers crossed that that may be a more efficient approach. 

    Thanks as always,

    Shane


    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration

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    Shane
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  • 2.  RE: Agent Utilization options other than per each agent or Org?

    Posted 03-13-2024 14:35
    No replies, thread closed.

    Hi Shane,

    Unfortunately, we need to wait for the release of this solution. we need this feature for yesterday!!!

    https://genesyscloud.ideas.aha.io/ideas/INB-I-137

    https://genesyscloud.ideas.aha.io/ideas/INB-I-1242

    https://genesyscloud.ideas.aha.io/ideas/INB-I-138
    Status: In Development

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------



  • 3.  RE: Agent Utilization options other than per each agent or Org?

    Posted 03-14-2024 09:34
    No replies, thread closed.

    Hi Breno,

    Totally agreed, this is greatly needed. When I review those Ideas above, I see they have been merged with the utilization label idea and now all show Delivered. I don't believe Utilization labels solves this issue. Hopefully I am reading something wrong?

    Is there a way to somehow leverage these new labels in a manner that would mimic the ability to set agent utilization at a Queue level?

    Thanks,

    Shane



    ------------------------------
    Shane
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    Original Message


  • 4.  RE: Agent Utilization options other than per each agent or Org?

    Posted 03-14-2024 10:04
    Edited by Breno Canyggia Ferreira Marreco 03-14-2024 10:04
    No replies, thread closed.

    Shane, probability, this solution is in the roadmap label. Maybe, in the next release yet in 2024, we see then.

    and... no, the label doesn't help us with this situation, unfortunately.

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------

    Original Message


  • 5.  RE: Agent Utilization options other than per each agent or Org?
    Best Answer

    Posted 03-14-2024 13:17
    No replies, thread closed.

    Hi Shane,

    We are planning to add additional options for setting utilization such as by division or queue. We are in the early stages of scoping out the work and we don't have an ETA for it yet.

    Utilization labels could potentially help here in a limited way. For example, you could set up Utilization for Messages like this:

    • Organization Message capacity 4
    • Create Label "QueueA" capacity 2
    • Create Label "QueueB" capacity 3

    If you have a Queue "A" that you only want agents to handle 2 messages at a time, then attach the "QueueA" label to each interaction in that queue via an Architect flow and the agents will not receive more than 2 messages with that label. Similarly for a queue "B" you could do the same for 3 messages. For your other queues that you do not attach either label agents could receive up to 4, the organization maximum.

    I hope this helps.

    Penny



    ------------------------------
    Panagiota Evans
    Genesys - Employees
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  • 6.  RE: Agent Utilization options other than per each agent or Org?

    Posted 03-15-2024 10:03
    No replies, thread closed.

    Hi Penny,

    Thanks for the reply. Really good to hear there are plans for queue and/or division level utilization settings.

    That would be great and honestly for us it is a key missing piece when comparing PureConnect to Genesys Cloud. We will be using Divisions and basically each division is its own business, which in many cases have different utilization needs. In some cases even within the same Division queues may need different utilization options.

    We will explore the utilization labels to see if they can provide some relief.

    One last question and I'm not sure if you can help here, I noticed on Ideas several of the Agent Utilization for Queues/Division ideas now show as Delivered. I don't believe that is totally accurate. Can you check into that or see if someone can review them? I took note of a few and included their links below.

    Thanks again for the info!

    Shane

    Agent Utilization by Queue/Division Ideas that now show delivered:

    https://genesyscloud.ideas.aha.io/ideas/INB-I-572  - Queue Agent Utilization (Delivered)
    https://genesyscloud.ideas.aha.io/ideas/INB-I-1242  - Making Agent Utilization specific to queues (Delivered)
    https://genesyscloud.ideas.aha.io/ideas/INB-I-137  - Ability to set utilization per queue (Delivered)



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    Shane
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    Original Message


  • 7.  RE: Agent Utilization options other than per each agent or Org?

    Posted 03-26-2024 11:06
    No replies, thread closed.

    Hi Shane,

    I appreciate the additional insight into your needs regarding queue specific utilization.

    You are correct, those ideas should not have been marked delivered. It appears they had been merged into the idea that was tracking Utilization Labels, and so were also marked as Delivered when Labels were released. I'll fix them.

    Penny



    ------------------------------
    Panagiota Evans
    Genesys - Employees
    ------------------------------

    Original Message


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