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  • 1.  Call routing in Queue

    Posted 05-17-2018 14:12
    No replies, thread closed.
    Hello Community,

    I am starting new on pure cloud and supporting my company with pure cloud implementation. We have a call flow which routes the calls to agents in Queue based on availability of agents. We are not using any skill based routing. We have requirement where the calls should be routed to only one agent, lets say Agent A and other agents in the queue should get calls only when the Agent A is on another call or off queue.

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    Ashveej Shivashankar
    Gusto
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  • 2.  RE: Call routing in Queue

    Posted 05-17-2018 14:24
    No replies, thread closed.
    I would probably set it up using Bullseye routing, with only that agent in the first ring, then open it up to other agents in the second ring after 5 seconds or so.

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    George Ganahl
    Principal Program Manager
    Genesys
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  • 3.  RE: Call routing in Queue

    Posted 05-17-2018 15:15
      |   view attached
    No replies, thread closed.
    Hi George,

    Thanks for responding to my query. I am using bulls eye, does the screenshot attached makes sense, where the ring number 1 will be Agent A and then delay of 5 seconds for other 2 agents and they will have ring 2 and ring 3 with a gap of 10 seconds.

    ------------------------------
    Ashveej Shivashankar
    Gusto
    ------------------------------

    Original Message


  • 4.  RE: Call routing in Queue

    Posted 05-17-2018 15:29
    No replies, thread closed.
    I would change the Evaluation Method to "Disregard skills, next agent".

    Do some testing to see if you get the results you want, preferably with other agents and on a different, test queue.

    If you are using a 1-second timeout on the first ring, the agent needs to be set to auto-answer. Even then it will be a race condition where the call might not connect in time. I'd make that 2 seconds minimum if set to auto-answer.

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Call routing in Queue

    Posted 05-17-2018 15:31
    No replies, thread closed.
    Thanks George. I will test the routing before I implement any changes.

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    Ashveej Shivashankar
    Gusto
    ------------------------------

    Original Message


  • 6.  RE: Call routing in Queue

    Posted 07-19-2018 03:02
    Edited by Gomathi Vasagam 07-19-2018 03:02
    No replies, thread closed.
    Hey Ashveej, even we are trying to set up similar routing logic using Bulls-eye method. Could you please let me know if this worked flawlessly for you?

    Thank <g class="gr_ gr_63 gr-alert gr_gramm gr_inline_cards gr_run_anim Style multiReplace" id="63" data-gr-id="63">you !</g>

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    Gomathi Vasagam
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    Original Message


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