Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Agents in multiple skill expression groups, assigned to multiple bullseye rings

    Posted 12-20-2024 00:31
    No replies, thread closed.

    We have a support organization that has been struggling to make bullseye routing with skill expression groups to work for them. They want bullseye routing so they can expand a pool of agents over time and need it work with WFM. This is why they use skill expression groups. I'm looking for suggestions that would allow them to continue using bullseye routing with multiple skills in one queue, where agents would be in a different rings based on the skill assigned to the call.

    Agents handle multiple skills for a given queue but may not be considered a primary agent for each skill so they have different proficiencies per skill. For example,

    We have 4 skill expression groups: Skill A =5, Skill A >0 / Skill B = 5, Skill B >0

    • Agent A is assigned to skill expression groups Skill A=5 and Skill B>0

    • Agent B is assigned to skill expression group Skill B =5 and Skill A>0

    All 4 skill expression groups are assigned to Queue X that uses bullseye routing with 5 minutes between rings

    • Skill A =5 and Skill B = 5 are assigned to ring 1

    • Skill A >0 and Skill B >0 are assigned to ring 2

    There are couple issues we have seen.

    1. Call with Skill A enters the queue when Agent A is On Queue - Idle but does not assign till after 5 minutes when the call moves to ring 2.

    2. Call with Skill B enters the queue when Agent A is On Queue - Idle and assigned immediately to the agent instead of waiting for 5 minutes and moving to ring 2.

    Based on my investigation so far, the cause appears to be due to agents cannot be members of two bullseye rings for one queue. When we assign an agent to two different expression groups that are assigned to the same queue, depending on the order the agent was assigned to the skill expression groups, the agent may be assigned ring 1 or ring 2 for a queue.

    Applying this to the two issues above, Agent A may be assigned to ring 1, which is fine for skill A. The agent should be assigned the skill immediately (if On Queue-Idle) as expected. Being assigned to ring 1 does not work for Skill B because the Agent A should not be assigned the call until the call enters ring 2 after 5 minutes. Since Agent A is in ring 1, the Skill B call is assigned immediately.

    If the order of how Agent A is assigned to the skill expression groups is reversed, Agent A may be in ring 2. That is not good for Skill A since the call will wait until entering ring 2. It would be fine for Skill B since Agent A shouldn't receive Skill B calls until they enter ring 2.

    Thanks


    #Routing(ACD/IVR)

    ------------------------------
    Corey Blosser
    Wolters Kluwer
    ------------------------------


  • 2.  RE: Agents in multiple skill expression groups, assigned to multiple bullseye rings
    Best Answer

    Posted 12-20-2024 12:55
    No replies, thread closed.

    Hey Corey,

    I'm not sure if we have something like that on Genesys Cloud just yet. I do know that we have Preferred Agent Routing, which may be a route that you could take. For instance, have Skill A agents be the preferred routing first for calls to Queue A, with the call falling back to Skill B agents.

    There are also have some changes to Bullseye routing that is marked as Future Consideration in the Product Ideas Lab. I would recommend taking a look at some of the Ideas and voting on them if they match what you're looking for. If not, we highly recommend that you submit and Idea for any features that you would like to see!



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Agents in multiple skill expression groups, assigned to multiple bullseye rings

    Posted 12-30-2024 11:08
    No replies, thread closed.

    Thanks for the suggestion. I'll check into Preferred Agent Routing to see if that could be a solution and review the existing ideas. I think the definition of what I'm looking for is multiple bullseye ring agent assignments per queue, that are skill specific. Not sure that is the best solution. I'll research a bit more.



    ------------------------------
    Corey Blosser
    Wolters Kluwer
    ------------------------------

    Original Message


Related Content