Genesys Cloud - Main

If you set a skill called Web Messaging and assign the back agents a 1 star and the rest a 5 star, the use Best Available Skills in Routing, it should go to all the 5 star people first until their utilization is full and then start passing out to the 1 star agent.  Idle time will not affect this.  

@Robert Wakefield-Carl We have a skill and the stars but we have it set at "All Skills Matching" and it does not fill up the Five Star folks with three interactions before moving to the 1 star folks.  Are you stating that all I need to do is change to "Best Available Skills" and it will always fill up the Five Star agents (3 interactions)  before giving one to the 1-Star agent?  

If you set a skill called Web Messaging and assign the back agents a 1 star and the rest a 5 star, the use Best Available Skills in Routing, it should go to all the 5 star people first until their utilization is full and then start passing out to the 1 star agent.  Idle time will not affect this.  

Not really.  All Skills looks at idle time and uses skills as a tiebreaker.  

@Robert Wakefield-Carl We have a skill and the stars but we have it set at "All Skills Matching" and it does not fill up the Five Star folks with three interactions before moving to the 1 star folks.  Are you stating that all I need to do is change to "Best Available Skills" and it will always fill up the Five Star agents (3 interactions)  before giving one to the 1-Star agent?  

If you set a skill called Web Messaging and assign the back agents a 1 star and the rest a 5 star, the use Best Available Skills in Routing, it should go to all the 5 star people first until their utilization is full and then start passing out to the 1 star agent.  Idle time will not affect this.  

"Best Available Skills" worked!  Thank you Robert!

Not really.  All Skills looks at idle time and uses skills as a tiebreaker.  

@Robert Wakefield-Carl We have a skill and the stars but we have it set at "All Skills Matching" and it does not fill up the Five Star folks with three interactions before moving to the 1 star folks.  Are you stating that all I need to do is change to "Best Available Skills" and it will always fill up the Five Star agents (3 interactions)  before giving one to the 1-Star agent?  

If you set a skill called Web Messaging and assign the back agents a 1 star and the rest a 5 star, the use Best Available Skills in Routing, it should go to all the 5 star people first until their utilization is full and then start passing out to the 1 star agent.  Idle time will not affect this.  

@Robert Wakefield-CarlI spoke too soon.  It seemed to work in the tests but it actually doesn't work.  It is still routing web messages to other agents with 0 star proficiency before the highest proficiency agents are maxed out.  The goal is for no web messages to route to the low proficiency agents until the higher ones are maxed out with their 3 utilization.  Will either Bullseye routing of Preferred Agent routing solve the problem?  

"Best Available Skills" worked!  Thank you Robert!

Not really.  All Skills looks at idle time and uses skills as a tiebreaker.  

@Robert Wakefield-Carl We have a skill and the stars but we have it set at "All Skills Matching" and it does not fill up the Five Star folks with three interactions before moving to the 1 star folks.  Are you stating that all I need to do is change to "Best Available Skills" and it will always fill up the Five Star agents (3 interactions)  before giving one to the 1-Star agent?  

If you set a skill called Web Messaging and assign the back agents a 1 star and the rest a 5 star, the use Best Available Skills in Routing, it should go to all the 5 star people first until their utilization is full and then start passing out to the 1 star agent.  Idle time will not affect this.  

Just to confirm. You are sending the messages into queue using the Transfer to ACD and you are assigning a skill at that transfer point?  If not, then no skill assignment will be considered and it will only look at idle time.   Also, idle time is not since last hangup, but last alert of an ACD interaction.  Thirdly, conversations can remain open for up to 72 hours, so unless the customer disconnects the session or you have the messaging configuration set to disconnect the session, you would have to wait for that 72 hours to release the session which could affect utilization.  

@Robert Wakefield-CarlI spoke too soon.  It seemed to work in the tests but it actually doesn't work.  It is still routing web messages to other agents with 0 star proficiency before the highest proficiency agents are maxed out.  The goal is for no web messages to route to the low proficiency agents until the higher ones are maxed out with their 3 utilization.  Will either Bullseye routing of Preferred Agent routing solve the problem?  

"Best Available Skills" worked!  Thank you Robert!

Not really.  All Skills looks at idle time and uses skills as a tiebreaker.  

@Robert Wakefield-Carl We have a skill and the stars but we have it set at "All Skills Matching" and it does not fill up the Five Star folks with three interactions before moving to the 1 star folks.  Are you stating that all I need to do is change to "Best Available Skills" and it will always fill up the Five Star agents (3 interactions)  before giving one to the 1-Star agent?  

If you set a skill called Web Messaging and assign the back agents a 1 star and the rest a 5 star, the use Best Available Skills in Routing, it should go to all the 5 star people first until their utilization is full and then start passing out to the 1 star agent.  Idle time will not affect this.  

 @Robert Wakefield-Carl  The messages go into the queue using Transfer to ACD and are then routed by skill assigned.  The sessions disconnect when the interaction is over.  Utilization is set for 3 Web Messages.  If Suzie is the primary Web Messages agent and Jim is the back up, I want Suzie to be maxed out with three active interactions before any go to Jim.  If Suzie has less than 3 going at once, nothing should ever go to Jim.  How can I do that? 

Just to confirm. You are sending the messages into queue using the Transfer to ACD and you are assigning a skill at that transfer point?  If not, then no skill assignment will be considered and it will only look at idle time.   Also, idle time is not since last hangup, but last alert of an ACD interaction.  Thirdly, conversations can remain open for up to 72 hours, so unless the customer disconnects the session or you have the messaging configuration set to disconnect the session, you would have to wait for that 72 hours to release the session which could affect utilization.  

@Robert Wakefield-CarlI spoke too soon.  It seemed to work in the tests but it actually doesn't work.  It is still routing web messages to other agents with 0 star proficiency before the highest proficiency agents are maxed out.  The goal is for no web messages to route to the low proficiency agents until the higher ones are maxed out with their 3 utilization.  Will either Bullseye routing of Preferred Agent routing solve the problem?  

"Best Available Skills" worked!  Thank you Robert!

Not really.  All Skills looks at idle time and uses skills as a tiebreaker.  

@Robert Wakefield-Carl We have a skill and the stars but we have it set at "All Skills Matching" and it does not fill up the Five Star folks with three interactions before moving to the 1 star folks.  Are you stating that all I need to do is change to "Best Available Skills" and it will always fill up the Five Star agents (3 interactions)  before giving one to the 1-Star agent?  

If you set a skill called Web Messaging and assign the back agents a 1 star and the rest a 5 star, the use Best Available Skills in Routing, it should go to all the 5 star people first until their utilization is full and then start passing out to the 1 star agent.  Idle time will not affect this.