Genesys Cloud - Main

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Hello, we are in the process of deploying PureCloud and I'm looking for help understanding how Bullseye Routing works.

 

We are moving from an Avaya Definity S8500 with Call Center. It uses Skills to route calls to an agent. An agent will have a rating and level for a skill. For example, we have a skill for "Order Status" and we will assign the skill to several different agents. Some agents will have a level 1, some level 2 and others with level 3.

 

A level person will not receive a call unless all the level 1 agents are unavailable for a call. A level 3 agent will not get a call unless all the level 1 and 2 agents are unavailable.

 

How do we go about doing the same or something similar in PureCloud?

Thanks

#Routing(ACD/IVR)

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Ben Marthin
Vehicle Service Group, LLC
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Hey @Ben Marthin,

Have you seen the pilot episode of the PureCloud Community Q&A Show? ​We talk about Bullseye Routing at Minute 7:49. Let me know if it's helpful.

Thanks,

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Matt Lawson
Genesys - Employees
Online Community Manager
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Hi, Ben,

The Bullseye Routing that Matt mentions is one option:

https://help.mypurecloud.com/articles/bullseye/

The downside to Bullseye for what you want is that you have to configure a delay as it moves through the rings. Granted, you could set the delay to 5 seconds so that if no Ring 1 agents are available it opens up to Ring 2 after 5 seconds, then Ring 3 after another 5 seconds (or whatever you decide). Higher ring agents can still be selected if they come available.

Links to detailed information regarding the functionality and configuration of PureCloud ACD and Skills-based routing are under:

https://help.mypurecloud.com/articles/interaction-routing-configuration/

PureCloud is designed to get an interaction to the best available agent, but also weights how long it has been since an agent last handled an interaction.

Standard ACD with Best Available Skills routing basically does what you describe, but with the idle time thrown in (which can cause a lower-rated agent to get the interaction over a higher-rated agent based on the lower-rated having been idle for a lot longer). You can assign a skill to an agent, then assign a Proficiency level for that skill which is used to calculate which agent should receive the next interaction in queue.

More info at https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

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George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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