Genesys Cloud - Main

Hi everyone,

I'm building a CLI-based routing system integrated with our CRM data and could really use some help refining my approach. The goal is to route calls based on whether a customer's number is recognised, with specific fallbacks.

Credit Manager Routing & Dynamic Overflow

My primary challenge is with routing to credit managers. If a customer's number is identified in my data table, I want to direct the call to their assigned credit manager. If the credit manager doesn't answer within 12 seconds, the call should then overflow to a team queue.

The tricky part is our current setup: each credit manager has their own "DDI," which is configured as a unique Queue and Skill. I'm using data actions to check agent availability else where, but they typically require a defined QueueID.

My question is: Can I dynamically check if a specific credit manager (whose DDI/QueueID is pulled from the the data table) is "On Queue" and then implement that 12-second overflow to a team queue? I have the logic to pull the credit manager's associated QueueID from our data, but I'm struggling to make the "on queue" check dynamic for each individual credit manager's unique queue.

Fair Distribution for Unidentified CLIs

Secondly, if the CLI isn't found in our data table or the lookup fails, I need to distribute these calls fairly among three different queues. On a previous system, I could set a 33% distribution to each queue. This prevents one regional team from being bombarded with unassigned calls, ensuring an even workload for handling and directing these inquiries.

How can I best achieve this weighted, or more accurately, an even distribution across three distinct queues for calls where the CLI isn't recognised?

Any insights or suggestions on how to tackle these two scenarios would be greatly appreciated! Thanks in advance for your help!

Hi Dale,

One queue per agents sounds very complicated. In my opinion a generic queue together with bullseye-routing or preferred agent routing would be a less complex aproach, that would solve your first problem too.

But if you stick to your current solution, your first challenge should be simple:

• use the data action "Get Estimated Wait time" to check, if your agent is online. If he is not, the waiting time should be -1, I guess.
  • an Alternative is a custom data action:
    
• If the agent is online, route the call to the queue
• Build in a 12 second timer into the in-queue-call-flow and redirect to the team queue afterwards.

Hi everyone,

I'm building a CLI-based routing system integrated with our CRM data and could really use some help refining my approach. The goal is to route calls based on whether a customer's number is recognised, with specific fallbacks.

Credit Manager Routing & Dynamic Overflow

My primary challenge is with routing to credit managers. If a customer's number is identified in my data table, I want to direct the call to their assigned credit manager. If the credit manager doesn't answer within 12 seconds, the call should then overflow to a team queue.

The tricky part is our current setup: each credit manager has their own "DDI," which is configured as a unique Queue and Skill. I'm using data actions to check agent availability else where, but they typically require a defined QueueID.

My question is: Can I dynamically check if a specific credit manager (whose DDI/QueueID is pulled from the the data table) is "On Queue" and then implement that 12-second overflow to a team queue? I have the logic to pull the credit manager's associated QueueID from our data, but I'm struggling to make the "on queue" check dynamic for each individual credit manager's unique queue.

Fair Distribution for Unidentified CLIs

Secondly, if the CLI isn't found in our data table or the lookup fails, I need to distribute these calls fairly among three different queues. On a previous system, I could set a 33% distribution to each queue. This prevents one regional team from being bombarded with unassigned calls, ensuring an even workload for handling and directing these inquiries.

How can I best achieve this weighted, or more accurately, an even distribution across three distinct queues for calls where the CLI isn't recognised?

Any insights or suggestions on how to tackle these two scenarios would be greatly appreciated! Thanks in advance for your help!

Thanks Chris - really appreciate your reply!

I did not actually create this routing and I agree it does seem overly complicated. I have never used anything other than standard routing, would your suggestion allow for each DID to route to the correct agent? Whilst routing through one queue/one flow?

Your logic for checking agent makes sense, its similar in theory to what I have built before for checking if agents are on queue before routing - however if I understand correctly, your logic is just checking if there are any members of the queue logged in at all? This way I can prevent calls trying to route to said queue and wasting time if the person is on annual leave or otherwise not available?

I already have an In-Queue flow which plays music for 12 seconds whilst it waits for the agent, once the 12 seconds is hit it routes to the team queue.

I am sure there is a cleaner way of doing what I am doing, and would like to do. If you saw my design you would probably laugh! 

Hi Dale,

One queue per agents sounds very complicated. In my opinion a generic queue together with bullseye-routing or preferred agent routing would be a less complex aproach, that would solve your first problem too.

But if you stick to your current solution, your first challenge should be simple:

• use the data action "Get Estimated Wait time" to check, if your agent is online. If he is not, the waiting time should be -1, I guess.
  • an Alternative is a custom data action:
    
• If the agent is online, route the call to the queue
• Build in a 12 second timer into the in-queue-call-flow and redirect to the team queue afterwards.

Hi everyone,

I'm building a CLI-based routing system integrated with our CRM data and could really use some help refining my approach. The goal is to route calls based on whether a customer's number is recognised, with specific fallbacks.

Credit Manager Routing & Dynamic Overflow

My primary challenge is with routing to credit managers. If a customer's number is identified in my data table, I want to direct the call to their assigned credit manager. If the credit manager doesn't answer within 12 seconds, the call should then overflow to a team queue.

The tricky part is our current setup: each credit manager has their own "DDI," which is configured as a unique Queue and Skill. I'm using data actions to check agent availability else where, but they typically require a defined QueueID.

My question is: Can I dynamically check if a specific credit manager (whose DDI/QueueID is pulled from the the data table) is "On Queue" and then implement that 12-second overflow to a team queue? I have the logic to pull the credit manager's associated QueueID from our data, but I'm struggling to make the "on queue" check dynamic for each individual credit manager's unique queue.

Fair Distribution for Unidentified CLIs

Secondly, if the CLI isn't found in our data table or the lookup fails, I need to distribute these calls fairly among three different queues. On a previous system, I could set a 33% distribution to each queue. This prevents one regional team from being bombarded with unassigned calls, ensuring an even workload for handling and directing these inquiries.

How can I best achieve this weighted, or more accurately, an even distribution across three distinct queues for calls where the CLI isn't recognised?

Any insights or suggestions on how to tackle these two scenarios would be greatly appreciated! Thanks in advance for your help!