Genesys Cloud - Main

Hello all,
Maybe someone knows and can explain to me if it's possible.
We need to deploy the following queue management logic:
1. The call is waiting for X1 seconds for the agent with skills S1 S2 S3, if ALL the agents with this skill combination are on "Offline" state, the call is IMMEDIATELY (without any waiting) going to the next step
2. After X1 seconds the call is waiting for X2 for the agents with skill S1 S2, if ALL the agents with this skill combination are on "Offline" state, the call is IMMEDIATELY (without any waiting) going to the next step 
3. After X2 seconds the call is waiting for X3 for the agents with skill S1, if ALL the agents with this skill combination are on "Offline" state, the call is IMMEDIATELY (without any waiting) going to the next step
4. After X3 seconds the call is routed to the CallBack

My main question is:
Is it possible to "skip" the waiting time if there are no agents with the required skil/s?


#Implementation
#Routing(ACD/IVR)
#SystemAdministration

This is unfortunately not supported to my knowledge. You could test via a data action the number of logged in agents before placing the call in a queue but you can't interfere with bulls eye logic, which should indeed be clever enough to skip the skill 1 if no agent is logged in with Skill1 in the first ring.
This is a basic feature that product management would need to consider so you need to log a feature request first.
It's very unfortunate that Bulls eye doesn't work with WFM, hence you need to think twice before using it for routing.

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Hichem Agrebi
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Original Message:
Sent: 12/17/2021 5:53:00 AM
From: Hichem Agrebi
Subject: RE: Bullseye routing question

This is unfortunately not supported to my knowledge. You could test via a data action the number of logged in agents before placing the call in a queue but you can't interfere with bulls eye logic, which should indeed be clever enough to skip the skill 1 if no agent is logged in with Skill1 in the first ring.
This is a basic feature that product management would need to consider so you need to log a feature request first.
It's very unfortunate that Bulls eye doesn't work with WFM, hence you need to think twice before using it for routing.

Yvgeni - it would be best to have you open an idea to track this as it is not how bullseye works natively today.  In general, we look at a ring and provide the opportunity for an agent to become available even if none are logged in.  I think your request makes sense and its similar to how Preferred Agent routing rules work.

Thanks,
Chris

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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 12-18-2021 07:56
From: Yvgeni Liberman
Subject: Bullseye routing question

Hello Hichem,

Many thanks for Your answer, today I also opened the "case",

I f I will get any "other" answer, I will publish it here

 

 

Best Regards,

 

 

Yvgeni Liberman | Solutions Architect

Voice +972 3 9281514   | Cell +972 52 6344414  | E-mail libermany@itnavpro.com

 

Executive Assistant: Carmit BenEzra | Voice +972 3 9281590 | carmitb@itnavpro.com

ITNAVPro on Facebook

 

 

Original Message:
Sent: 12/17/2021 5:53:00 AM
From: Hichem Agrebi
Subject: RE: Bullseye routing question

This is unfortunately not supported to my knowledge. You could test via a data action the number of logged in agents before placing the call in a queue but you can't interfere with bulls eye logic, which should indeed be clever enough to skip the skill 1 if no agent is logged in with Skill1 in the first ring.
This is a basic feature that product management would need to consider so you need to log a feature request first.
It's very unfortunate that Bulls eye doesn't work with WFM, hence you need to think twice before using it for routing.

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Hichem Agrebi
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Hi YvGeni,

For this particular use case, I would skip bullseye routing and instead use best skills available.  In your inbound flow, use a series of data actions to determine if you have agent on line with your various skills, then either go into queue with the corresponding skill requirement, or go straight to VM.

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Michael Steinke
Inflow Communications
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Original Message:
Sent: 12/20/2021 5:23:00 PM
From: Michael Steinke
Subject: RE: Bullseye routing question

Hi YvGeni,

For this particular use case, I would skip bullseye routing and instead use best skills available.  In your inbound flow, use a series of data actions to determine if you have agent on line with your various skills, then either go into queue with the corresponding skill requirement, or go straight to VM.

if you have the agents from X1 etc in the same skill but with different levels this would achieve this so X1 level 5 X2 level 4 X3 level 3

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Andy Jackson
Ten Lifestyle Management Limited
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