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  • 1.  Agents Assigned to Multiple Queues with Different Media Types

    Posted 08-22-2023 11:22
    No replies, thread closed.

    We have a queue that handles live chat interactions and we have several phone queues.  The customer wants to assign agents to both phone queues and chat interactions.  Will the system try to send the agent both a chat interaction and a voice interaction at the same time?  Or will it still use the evaluation method described here Set up a Transfer to ACD action - Genesys Cloud Resource Center

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    Set up a Transfer to ACD action - Genesys Cloud Resource Center
    Transfer to ACD sends the interaction to the ACD assignment service for Genesys Cloud.... [More]
    View this on Genesys Cloud Resource Center >

     

    Thanks for you help!


    #Routing(ACD/IVR)

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    Nichole Conway
    State of Missouri
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  • 2.  RE: Agents Assigned to Multiple Queues with Different Media Types

    Posted 08-28-2023 08:29
    No replies, thread closed.

    Nichole, that behaviour will be governed by how you configure utilization (including interrupt rules) https://help.mypurecloud.com/articles/configure-utilization-at-the-org-level/.  The evaluation of which agent with available capacity will receive the interaction (or which interaction an agent will receive) will then use the evaluation rules in the article you posted.



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    David Farrell
    Genesys - Employees
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  • 3.  RE: Agents Assigned to Multiple Queues with Different Media Types

    Posted 08-28-2023 08:52
    No replies, thread closed.

    Perfect, thank you!



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    Nichole Conway
    State of Missouri
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    Original Message


  • 4.  RE: Agents Assigned to Multiple Queues with Different Media Types

    Posted 08-28-2023 12:39
    No replies, thread closed.

    Nichole,

    It's important to understand that when choosing an interaction to give to an Agent, Genesys Cloud simply looks at a list of all eligible interactions (i.e. that the agent is appropriately skilled for. Taking into account Bullseye and Preferred Agent etc.) across all queues they are active in and then selects the "best" interaction from that combined list. Whether all the interactions are in one queue, or spread out across 10, shouldn't make much difference.

    As David said, this will all boil down to your Utilization settings

    One thing that does not (currently) factor in is Skill Proficiency when choosing between interactions. There is an idea on Aha for this, if you are interested.

    HTH



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


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