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Dear communitiers

Good Day!

Here is some confusion after i read article   Bullseye routing overview - Genesys Cloud Resource Center (mypurecloud.com)

Because i don't have 3 genesys account to verify it myself, appreciate if you may kindly help with the clarifications. 

for example:

• There are 2 queues which have same queue member/queue route settings as below.
• in queue members setting, there are 3 agents assigned. Agent1, Agent2,Agent3.
• in ACD skills, there are 3 skills,  skill-1  skill-2, skill-3.
• in queue's routing setting. the evaluation method = All skills matching.

Routing method Scenario 1:

• Agent 1 has all skills (skill-1, skill-2, skill-3)
• Agent 2 has 2 skills (skill-2, skill-3)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Routing method Scenario 2:

• Agent 1 has 1 skill (skill-1)
• Agent 2 has 1 skill (skill-2)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Needs your answers to below questions:

1. Bullseye routing rules apply on the individual queue level, even 2 queues have same bullseye settings, the system will calculate separately for each queue, am i right?
2. is the setting valid in above scenario 2 ?     I.E. A agent only has 1 skill, the skill(associates with the agent) gets removed when the ring ends.
3. if the setting in above scenario 2 is valid, will the routing behave same between scenario1 and scenario2 ?  
4. if the above ring 2 ends, will the routing iterate? (from ring 1 again)

Many Thanks!

Best Regards!

Peng

A couple of things here....

Firstly, you mention "Preferred Agent" That is a separate thing.

OK, so on to Bullseye. You don't mention the skill requirements for your interaction (as set in Architect on the transfer) and that is where it al all happening. In your examples, let us assume that the interaction requires all three skills.

In Scenario 1, it will consider Agent 1 only for the first 5 seconds, since they are the only one with all three skills. If they are not available, then for the next 5 seconds it will consider Agents 1 & 2, since they both have skill-2 and skill-3. Assuming neither is available then it will consider all three agents since they all have Skill-3.

In Scenario 2, Since no agents have all three skills (or in fact 2 skills!) no agents will satisfy the requirement until you hit Ring 3 (having removed Skill-1 & Skill-2 as requirements) at that point, only Agent 3 will be eligible (since they are the only one with the remaining, required, skill).

If you can post with what you are trying to achieve, we may be able to help further....

Dear communitiers

Good Day!

Here is some confusion after i read article   Bullseye routing overview - Genesys Cloud Resource Center (mypurecloud.com)

Because i don't have 3 genesys account to verify it myself, appreciate if you may kindly help with the clarifications. 

for example:

• There are 2 queues which have same queue member/queue route settings as below.
• in queue members setting, there are 3 agents assigned. Agent1, Agent2,Agent3.
• in ACD skills, there are 3 skills,  skill-1  skill-2, skill-3.
• in queue's routing setting. the evaluation method = All skills matching.

Routing method Scenario 1:

• Agent 1 has all skills (skill-1, skill-2, skill-3)
• Agent 2 has 2 skills (skill-2, skill-3)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Routing method Scenario 2:

• Agent 1 has 1 skill (skill-1)
• Agent 2 has 1 skill (skill-2)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Needs your answers to below questions:

1. Bullseye routing rules apply on the individual queue level, even 2 queues have same bullseye settings, the system will calculate separately for each queue, am i right?
2. is the setting valid in above scenario 2 ?     I.E. A agent only has 1 skill, the skill(associates with the agent) gets removed when the ring ends.
3. if the setting in above scenario 2 is valid, will the routing behave same between scenario1 and scenario2 ?  
4. if the above ring 2 ends, will the routing iterate? (from ring 1 again)

Many Thanks!

Best Regards!

Peng

Hi Paul

Thank you for your time to review this thread.

>> Firstly, you mention "Preferred Agent" That is a separate thing.

Actually, this some prompt information when setting up the rule, please refer to below screenshot.

>>OK, so on to Bullseye. You don't mention the skill requirements for your interaction (as set in Architect on the transfer) and that is where it al all happening. In your >>examples, let us assume that the interaction requires all three skills.

sorry for this, but i am not sure if you mention below part inside a 'Transfer to ACD' action.

if it's the part. Would you please kindly elaborate more? (I planned to leave this setting blank. )

According to below knowledge, it looked an optional setting outside the bullseye.

Set up a Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)

10. (Optional) Click the Add ACD Skill button to select a predefined skill for agents who receive the interaction.

>>In Scenario 1, it will consider Agent 1 only for the first 5 seconds, since they are the only one with all three skills. If they are not available, then for the next 5 seconds it >> will consider Agents 1 & 2, since they both have skill-2 and skill-3. Assuming neither is available then it will consider all three agents since they all have Skill-3.

>>In Scenario 2, Since no agents have all three skills (or in fact 2 skills!) no agents will satisfy the requirement until you hit Ring 3 (having removed Skill-1 & Skill-2 as >>requirements) at that point, only Agent 3 will be eligible (since they are the only one with the remaining, required, skill).

Thank you for the answers,

according to your answers,  to use bullseye routing, there are prerequisites

1. the expected skill(s), should be pre-defined inside 'Transfer to ACD' action(in above screenshot).
2. all agents with the skills(or with a part of the skills) should belong to the queue.

Please kindly correct me if i misunderstood it.

Actually, i intended to have the interaction transferred to a certain agent, in this example, i wanted the interaction to transfer to agent A first.

(the preferred agent setting could be a better solution for this, however by considering the daily changes from the operation perspective, i tried to use bullseye routing)

Apprecaie!

Best Regards!

John

------------------------------
John Hou

Many Thanks!

Best regards!
John

Original Message:
Sent: 02-20-2023 11:54
From: Paul Simpson
Subject: Bullseye routing question

A couple of things here....

Firstly, you mention "Preferred Agent" That is a separate thing.

OK, so on to Bullseye. You don't mention the skill requirements for your interaction (as set in Architect on the transfer) and that is where it al all happening. In your examples, let us assume that the interaction requires all three skills.

In Scenario 1, it will consider Agent 1 only for the first 5 seconds, since they are the only one with all three skills. If they are not available, then for the next 5 seconds it will consider Agents 1 & 2, since they both have skill-2 and skill-3. Assuming neither is available then it will consider all three agents since they all have Skill-3.

In Scenario 2, Since no agents have all three skills (or in fact 2 skills!) no agents will satisfy the requirement until you hit Ring 3 (having removed Skill-1 & Skill-2 as requirements) at that point, only Agent 3 will be eligible (since they are the only one with the remaining, required, skill).

If you can post with what you are trying to achieve, we may be able to help further....

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 02-20-2023 01:59
From: John Hou
Subject: Bullseye routing question

Dear communitiers

Good Day!

Here is some confusion after i read article   Bullseye routing overview - Genesys Cloud Resource Center (mypurecloud.com)

Because i don't have 3 genesys account to verify it myself, appreciate if you may kindly help with the clarifications. 

for example:

• There are 2 queues which have same queue member/queue route settings as below.
• in queue members setting, there are 3 agents assigned. Agent1, Agent2,Agent3.
• in ACD skills, there are 3 skills,  skill-1  skill-2, skill-3.
• in queue's routing setting. the evaluation method = All skills matching.

Routing method Scenario 1:

• Agent 1 has all skills (skill-1, skill-2, skill-3)
• Agent 2 has 2 skills (skill-2, skill-3)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Routing method Scenario 2:

• Agent 1 has 1 skill (skill-1)
• Agent 2 has 1 skill (skill-2)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Needs your answers to below questions:

1. Bullseye routing rules apply on the individual queue level, even 2 queues have same bullseye settings, the system will calculate separately for each queue, am i right?
2. is the setting valid in above scenario 2 ?     I.E. A agent only has 1 skill, the skill(associates with the agent) gets removed when the ring ends.
3. if the setting in above scenario 2 is valid, will the routing behave same between scenario1 and scenario2 ?  
4. if the above ring 2 ends, will the routing iterate? (from ring 1 again)

Many Thanks!

Best Regards!

Peng

#Routing(ACD/IVR)

------------------------------
John Hou

Many Thanks!

Best regards!
John
------------------------------

OK, so there are a few things to unpack here..

Let us consider three use cases, which may help explain it better..

Case 1

Each customer calling in has an account manager. There is a secondary manager also assigned. The manager is part of a team within the whole sales group.

Requirement: Try to route to the Account Manager for 30 seconds. If they are not available, then go to the secondary. After a further 30 seconds, the team (again 30 seconds), before going to any sales person.

Solution: Preferred Agent Routing. No skills are required (although you can use them, if you want.) In Architect, you would perform a Data-Dip to determine who the Account Manager, Backup Account Manager and team members are. You then build a score table giving the AM the highest score and so on down the line (Say AM:100, Secondary:80, Team:60 don't worry about the rest. Configure the Queue for Preferred Agent routing with a score of >90 for 30 seconds (only the AM will qualify) then > 70 for 30 seconds (Now AM and Secondary), > 50 for 30 seconds (Now it the AM, Secondary and the team) before allowing it to go to anyone.

Case 2

Calls coming into a Sales Queue shouldn't be allowed to wait too long.

Requirement: Agents in Sales should exclusively be considered for the first 30 seconds. After that, Customer Service Agents can be utilized. If a call is waiting for over a minute, then Finance could get the call.

Solution: Bullseye Routing. No skill required (although again, could be utilized, if desired.) Configure the Queue for Bullseye routing. with 30 seconds in each ring.. Put all the Sales Users in Ring 1, Customer Service in Ring 2 and Finance in Ring 3. ACD will only consider Ring 1 (Sales) agents for the first 30 seconds. For the next 30 seconds, Rings 1 & 2 are considered (Sales + Customer Service) before getting to Ring 3 (all three departments.)

Case 3

This is the most complex to explain. Imagine you are a travel agency. You offer travel of different types (Say, Hiking, Skiing, Beach) to different parts of the world (Say North America, South America, Europe.) There can be more of each of these! Your agents are sent on vacations by the company so that they can advise customers.

Requirement: Ideally, a customer should be routed to an agent who has both visited the area and taken the style of vacation being discussed, but if none are available for 30 seconds, we will drop the requirement for the vacation style. After another 30 seconds, we will allow any sales agent to take the call.

Solution: Bullseye Routing with Skills. Create 6 skills (North America, South America, Europe, Hiking, Skiing, Beach)and assign the skills to the agents according to their travel (you could even use proficiency to indicate number of trips, if you wanted to get super-clever!) Now, configure the queue for Bullseye routing and Ring 1 and Ring2 for 30 seconds each. As the call leaves Ring 1, you remove the skills of "Hiking", "Skiing", and "Beach" and as it leaves Ring 2, you remove "North America", "South America", and "Europe". All agents are in Ring 1. In Architect, you determine the travel requirement and add the two skills appropriate to the call (Say, Beach & Europe). For the first 30 seconds, ACD will only consider agents with BOTH Europe and Beach skills. After 30 seconds, however, the Beach requirement is dropped and now we are considering all agent who have been to Europe, even if they have never set foot on a beach. Another 30 seconds and it's all agents.

Please note that if you use Language Skills (which you can automatically tie to Architect Language, which is pretty cool) those cannot be removed by Bullseye...

If you wanna get really complicated (as if that wasn't bad enough!) you can combine Case 2 & Case 3 :-o

The term "Preferred" is being used in two ways here, which is not ideal. In Case 1, it's a very specific routing style. In case 2, we are saying "Sales" are "Preferred" even though we are using Bullseye.

I hope that makes some sense! I did a Webinar when I worked for Beyond demonstrating a setup for Case1, if you have a Subscription, you might be able to find it.

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 02-20-2023 13:00
From: John Hou
Subject: Bullseye routing question

Hi Paul

Thank you for your time to review this thread.

>> Firstly, you mention "Preferred Agent" That is a separate thing.

Actually, this some prompt information when setting up the rule, please refer to below screenshot.

>>OK, so on to Bullseye. You don't mention the skill requirements for your interaction (as set in Architect on the transfer) and that is where it al all happening. In your >>examples, let us assume that the interaction requires all three skills.

sorry for this, but i am not sure if you mention below part inside a 'Transfer to ACD' action.

if it's the part. Would you please kindly elaborate more? (I planned to leave this setting blank. )

According to below knowledge, it looked an optional setting outside the bullseye.

Set up a Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)

10. (Optional) Click the Add ACD Skill button to select a predefined skill for agents who receive the interaction.

>>In Scenario 1, it will consider Agent 1 only for the first 5 seconds, since they are the only one with all three skills. If they are not available, then for the next 5 seconds it >> will consider Agents 1 & 2, since they both have skill-2 and skill-3. Assuming neither is available then it will consider all three agents since they all have Skill-3.

>>In Scenario 2, Since no agents have all three skills (or in fact 2 skills!) no agents will satisfy the requirement until you hit Ring 3 (having removed Skill-1 & Skill-2 as >>requirements) at that point, only Agent 3 will be eligible (since they are the only one with the remaining, required, skill).

Thank you for the answers,

according to your answers,  to use bullseye routing, there are prerequisites

1. the expected skill(s), should be pre-defined inside 'Transfer to ACD' action(in above screenshot).
2. all agents with the skills(or with a part of the skills) should belong to the queue.

Please kindly correct me if i misunderstood it.

Actually, i intended to have the interaction transferred to a certain agent, in this example, i wanted the interaction to transfer to agent A first.

(the preferred agent setting could be a better solution for this, however by considering the daily changes from the operation perspective, i tried to use bullseye routing)

Apprecaie!

Best Regards!

John

------------------------------
John Hou

Many Thanks!

Best regards!
John

Original Message:
Sent: 02-20-2023 11:54
From: Paul Simpson
Subject: Bullseye routing question

A couple of things here....

Firstly, you mention "Preferred Agent" That is a separate thing.

OK, so on to Bullseye. You don't mention the skill requirements for your interaction (as set in Architect on the transfer) and that is where it al all happening. In your examples, let us assume that the interaction requires all three skills.

In Scenario 1, it will consider Agent 1 only for the first 5 seconds, since they are the only one with all three skills. If they are not available, then for the next 5 seconds it will consider Agents 1 & 2, since they both have skill-2 and skill-3. Assuming neither is available then it will consider all three agents since they all have Skill-3.

In Scenario 2, Since no agents have all three skills (or in fact 2 skills!) no agents will satisfy the requirement until you hit Ring 3 (having removed Skill-1 & Skill-2 as requirements) at that point, only Agent 3 will be eligible (since they are the only one with the remaining, required, skill).

If you can post with what you are trying to achieve, we may be able to help further....

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 02-20-2023 01:59
From: John Hou
Subject: Bullseye routing question

Dear communitiers

Good Day!

Here is some confusion after i read article   Bullseye routing overview - Genesys Cloud Resource Center (mypurecloud.com)

Because i don't have 3 genesys account to verify it myself, appreciate if you may kindly help with the clarifications. 

for example:

• There are 2 queues which have same queue member/queue route settings as below.
• in queue members setting, there are 3 agents assigned. Agent1, Agent2,Agent3.
• in ACD skills, there are 3 skills,  skill-1  skill-2, skill-3.
• in queue's routing setting. the evaluation method = All skills matching.

Routing method Scenario 1:

• Agent 1 has all skills (skill-1, skill-2, skill-3)
• Agent 2 has 2 skills (skill-2, skill-3)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Routing method Scenario 2:

• Agent 1 has 1 skill (skill-1)
• Agent 2 has 1 skill (skill-2)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Needs your answers to below questions:

1. Bullseye routing rules apply on the individual queue level, even 2 queues have same bullseye settings, the system will calculate separately for each queue, am i right?
2. is the setting valid in above scenario 2 ?     I.E. A agent only has 1 skill, the skill(associates with the agent) gets removed when the ring ends.
3. if the setting in above scenario 2 is valid, will the routing behave same between scenario1 and scenario2 ?  
4. if the above ring 2 ends, will the routing iterate? (from ring 1 again)

Many Thanks!

Best Regards!

Peng

#Routing(ACD/IVR)

------------------------------
John Hou

Many Thanks!

Best regards!
John
------------------------------

Hi Paul

Good Day!

Many Thanks for the detailed information. 

seemed the 'case 2'  was my case.

Regards!

------------------------------
John Hou

Many Thanks!

Best regards!
John

Original Message:
Sent: 02-20-2023 13:29
From: Paul Simpson
Subject: Bullseye routing question

OK, so there are a few things to unpack here..

Let us consider three use cases, which may help explain it better..

Case 1

Each customer calling in has an account manager. There is a secondary manager also assigned. The manager is part of a team within the whole sales group.

Requirement: Try to route to the Account Manager for 30 seconds. If they are not available, then go to the secondary. After a further 30 seconds, the team (again 30 seconds), before going to any sales person.

Solution: Preferred Agent Routing. No skills are required (although you can use them, if you want.) In Architect, you would perform a Data-Dip to determine who the Account Manager, Backup Account Manager and team members are. You then build a score table giving the AM the highest score and so on down the line (Say AM:100, Secondary:80, Team:60 don't worry about the rest. Configure the Queue for Preferred Agent routing with a score of >90 for 30 seconds (only the AM will qualify) then > 70 for 30 seconds (Now AM and Secondary), > 50 for 30 seconds (Now it the AM, Secondary and the team) before allowing it to go to anyone.

Case 2

Calls coming into a Sales Queue shouldn't be allowed to wait too long.

Requirement: Agents in Sales should exclusively be considered for the first 30 seconds. After that, Customer Service Agents can be utilized. If a call is waiting for over a minute, then Finance could get the call.

Solution: Bullseye Routing. No skill required (although again, could be utilized, if desired.) Configure the Queue for Bullseye routing. with 30 seconds in each ring.. Put all the Sales Users in Ring 1, Customer Service in Ring 2 and Finance in Ring 3. ACD will only consider Ring 1 (Sales) agents for the first 30 seconds. For the next 30 seconds, Rings 1 & 2 are considered (Sales + Customer Service) before getting to Ring 3 (all three departments.)

Case 3

This is the most complex to explain. Imagine you are a travel agency. You offer travel of different types (Say, Hiking, Skiing, Beach) to different parts of the world (Say North America, South America, Europe.) There can be more of each of these! Your agents are sent on vacations by the company so that they can advise customers.

Requirement: Ideally, a customer should be routed to an agent who has both visited the area and taken the style of vacation being discussed, but if none are available for 30 seconds, we will drop the requirement for the vacation style. After another 30 seconds, we will allow any sales agent to take the call.

Solution: Bullseye Routing with Skills. Create 6 skills (North America, South America, Europe, Hiking, Skiing, Beach)and assign the skills to the agents according to their travel (you could even use proficiency to indicate number of trips, if you wanted to get super-clever!) Now, configure the queue for Bullseye routing and Ring 1 and Ring2 for 30 seconds each. As the call leaves Ring 1, you remove the skills of "Hiking", "Skiing", and "Beach" and as it leaves Ring 2, you remove "North America", "South America", and "Europe". All agents are in Ring 1. In Architect, you determine the travel requirement and add the two skills appropriate to the call (Say, Beach & Europe). For the first 30 seconds, ACD will only consider agents with BOTH Europe and Beach skills. After 30 seconds, however, the Beach requirement is dropped and now we are considering all agent who have been to Europe, even if they have never set foot on a beach. Another 30 seconds and it's all agents.

Please note that if you use Language Skills (which you can automatically tie to Architect Language, which is pretty cool) those cannot be removed by Bullseye...

If you wanna get really complicated (as if that wasn't bad enough!) you can combine Case 2 & Case 3 :-o

The term "Preferred" is being used in two ways here, which is not ideal. In Case 1, it's a very specific routing style. In case 2, we are saying "Sales" are "Preferred" even though we are using Bullseye.

I hope that makes some sense! I did a Webinar when I worked for Beyond demonstrating a setup for Case1, if you have a Subscription, you might be able to find it.

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 02-20-2023 13:00
From: John Hou
Subject: Bullseye routing question

Hi Paul

Thank you for your time to review this thread.

>> Firstly, you mention "Preferred Agent" That is a separate thing.

Actually, this some prompt information when setting up the rule, please refer to below screenshot.

>>OK, so on to Bullseye. You don't mention the skill requirements for your interaction (as set in Architect on the transfer) and that is where it al all happening. In your >>examples, let us assume that the interaction requires all three skills.

sorry for this, but i am not sure if you mention below part inside a 'Transfer to ACD' action.

if it's the part. Would you please kindly elaborate more? (I planned to leave this setting blank. )

According to below knowledge, it looked an optional setting outside the bullseye.

Set up a Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)

10. (Optional) Click the Add ACD Skill button to select a predefined skill for agents who receive the interaction.

>>In Scenario 1, it will consider Agent 1 only for the first 5 seconds, since they are the only one with all three skills. If they are not available, then for the next 5 seconds it >> will consider Agents 1 & 2, since they both have skill-2 and skill-3. Assuming neither is available then it will consider all three agents since they all have Skill-3.

>>In Scenario 2, Since no agents have all three skills (or in fact 2 skills!) no agents will satisfy the requirement until you hit Ring 3 (having removed Skill-1 & Skill-2 as >>requirements) at that point, only Agent 3 will be eligible (since they are the only one with the remaining, required, skill).

Thank you for the answers,

according to your answers,  to use bullseye routing, there are prerequisites

1. the expected skill(s), should be pre-defined inside 'Transfer to ACD' action(in above screenshot).
2. all agents with the skills(or with a part of the skills) should belong to the queue.

Please kindly correct me if i misunderstood it.

Actually, i intended to have the interaction transferred to a certain agent, in this example, i wanted the interaction to transfer to agent A first.

(the preferred agent setting could be a better solution for this, however by considering the daily changes from the operation perspective, i tried to use bullseye routing)

Apprecaie!

Best Regards!

John

------------------------------
John Hou

Many Thanks!

Best regards!
John

Original Message:
Sent: 02-20-2023 11:54
From: Paul Simpson
Subject: Bullseye routing question

A couple of things here....

Firstly, you mention "Preferred Agent" That is a separate thing.

OK, so on to Bullseye. You don't mention the skill requirements for your interaction (as set in Architect on the transfer) and that is where it al all happening. In your examples, let us assume that the interaction requires all three skills.

In Scenario 1, it will consider Agent 1 only for the first 5 seconds, since they are the only one with all three skills. If they are not available, then for the next 5 seconds it will consider Agents 1 & 2, since they both have skill-2 and skill-3. Assuming neither is available then it will consider all three agents since they all have Skill-3.

In Scenario 2, Since no agents have all three skills (or in fact 2 skills!) no agents will satisfy the requirement until you hit Ring 3 (having removed Skill-1 & Skill-2 as requirements) at that point, only Agent 3 will be eligible (since they are the only one with the remaining, required, skill).

If you can post with what you are trying to achieve, we may be able to help further....

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 02-20-2023 01:59
From: John Hou
Subject: Bullseye routing question

Dear communitiers

Good Day!

Here is some confusion after i read article   Bullseye routing overview - Genesys Cloud Resource Center (mypurecloud.com)

Because i don't have 3 genesys account to verify it myself, appreciate if you may kindly help with the clarifications. 

for example:

• There are 2 queues which have same queue member/queue route settings as below.
• in queue members setting, there are 3 agents assigned. Agent1, Agent2,Agent3.
• in ACD skills, there are 3 skills,  skill-1  skill-2, skill-3.
• in queue's routing setting. the evaluation method = All skills matching.

Routing method Scenario 1:

• Agent 1 has all skills (skill-1, skill-2, skill-3)
• Agent 2 has 2 skills (skill-2, skill-3)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Routing method Scenario 2:

• Agent 1 has 1 skill (skill-1)
• Agent 2 has 1 skill (skill-2)
• Agent 3 has 1 skill (skill-3)

Route to all preferred agents for:

Ring 1: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-1

Ring 2: [Time Interval] = 5 seconds,   [Skills to remove on exit] = Skill-2

Needs your answers to below questions:

1. Bullseye routing rules apply on the individual queue level, even 2 queues have same bullseye settings, the system will calculate separately for each queue, am i right?
2. is the setting valid in above scenario 2 ?     I.E. A agent only has 1 skill, the skill(associates with the agent) gets removed when the ring ends.
3. if the setting in above scenario 2 is valid, will the routing behave same between scenario1 and scenario2 ?  
4. if the above ring 2 ends, will the routing iterate? (from ring 1 again)

Many Thanks!

Best Regards!

Peng

#Routing(ACD/IVR)

------------------------------
John Hou

Many Thanks!

Best regards!
John
------------------------------