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!

#ArchitectureandDesign
#Implementation
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

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Dale Wylie
GCX-GCP
Unified Communications Engineer
Holcim UK (Formally Aggregate Industries UK)
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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.

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)
------------------------------

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! 

------------------------------
Dale Wylie
GCX-GCP
Unified Communications Engineer
Holcim UK (Formally Aggregate Industries UK)
------------------------------

Original Message:
Sent: 06-03-2025 02:43
From: Christoph Domaschke
Subject: Call Flow and Weighted Routing 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.

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)
------------------------------

Hi Dale,

You can use as many DIDs as you want on one single flow and one single queue. Just make your check in the data table and set a skill that determines the correlated agent. With bullseye routing you can configure, how long the routing tries to reach an agent with that specific skill in the first ring until it removes that skill from the call. After that the second ring with all agents and the rest of the skills would handle the call.

And yes: As long as you use one queue per agent and you check, if he is on queue, that could prevent routing to that queue in case, he is not on queue. That would prevent 12 seconds of useless waiting time.

I have done a lot of workarounds in Genesys for some years now. Some of them were the result of not knowing better. But thats no shame. With every new challenge you learn something new about this complex system.

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)
------------------------------

Original Message:
Sent: 06-03-2025 06:23
From: Dale Wylie
Subject: Call Flow and Weighted Routing 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! 

------------------------------
Dale Wylie
GCX-GCP
Unified Communications Engineer
Holcim UK (Formally Aggregate Industries UK)
------------------------------


Original Message:
Sent: 06-03-2025 02:43
From: Christoph Domaschke
Subject: Call Flow and Weighted Routing 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.

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)