Genesys Cloud - Main

Hi all, 

I am doing some research on wether its possible to introduce a "Universal Queue" within a routing setup.

We currently have to manually update agents on to queues and in Genesys Cloud, this process is not as easy as it was on the Engage Platform espeically when it comes to ring level assignment. What I want to try to do, to avoid having to update queues manually when we are busy, is set a rule to say if the ASA 16 seconds no one is "Idle" on the previous steps, route that interaction to a Universal Queue. This Universal queue would be added to support agents at ring level 1 and if they are "Idle" the interaction will be answered here. 

Example

Interaction comes in to Queue X

Routing is Prefered agent with the timeout routing set to bullesye routing.

The Queue has 3 agents assigned as follows with these timings:

• Preferred Agent - 4 secs
• 1 agent is ring level 1 - 4 secs
• 1 agent is ring level 2 - 4 secs
• 1 agent is ring level 3 - 4 secs

This ensures the system has gone through all steps within the ASA of 20 seconds with 4 seconds left over. 

Questions

1. Would the above be possible?
2. What is the impact on reporting of that interaction being delivered in the orginal queue but being handled in another?
3. What is the impact to WFM (I have read that bullesey routing is not compatible with WFM essentially) but would the queue have to be added to planning group?
4. Could you utilise that Universal Queue to take interactions as an overflow from multiple queues, in theory as a catch all queue?

#Routing(ACD/IVR)

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Mike Morris
Manager - BCD
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Hi Mike,

Here is the translation:

I tried doing this in the past, but it became a real mess for report tracking, because calls would be marked as offering in one queue but not as answered (in that queue). This made it difficult for supervisors to track the actual status of the interaction and the handle time.

Instead, during the flow, we checked the statistics of the target queue and the number of idle agents, and based on those results, we routed the call to the correct queue right away. You can enhance this by using skills to query for Level 1, 2, and 3 agents. This approach is also better for the customer experience, as they won't have to wait up to 20s before finding someone available.

Thank you Debora, I did not think of doing it that way. From a reporting perspective how did you link the interactions that went to the Universal queue for example so that from a data persepctive you knew that Queue X is for example 1000 interactions and the universal queue had 10 interactions orginally meant for Queue x and perhaps 10 interactions for queue Y?

I used Participant Data to mark the call info and treat the data in a custom report.

You can also use the skill proficiency to make the process easier and change the queue config to Best Available Agent.

eg:

Agent 1 has 5 proficiency at Queue 1
Agent 2 has 3 proficiency at Queue 1.

Agent 2 will only receive calls from this queue when Agent 1 is not availably anymore. This scenario will work similiar to what you want and is scalable to 5 levels, but calls remaing in the same Queue and the intelligence  of routing keeps with Genesys.