Genesys Cloud - Main

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.

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

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.

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

Original Message:
Sent: 05-17-2018 14:12
From: Ashveej Shivashankar
Subject: Call routing in Queue

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.

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

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:
Sent: 05-17-2018 14:24
From: George Ganahl
Subject: Call routing in Queue

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.

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

Original Message:
Sent: 05-17-2018 14:12
From: Ashveej Shivashankar
Subject: Call routing in Queue

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.

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

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:
Sent: 05-17-2018 15:14
From: Ashveej Shivashankar
Subject: Call routing in Queue

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:
Sent: 05-17-2018 14:24
From: George Ganahl
Subject: Call routing in Queue

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.

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

Original Message:
Sent: 05-17-2018 14:12
From: Ashveej Shivashankar
Subject: Call routing in Queue

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.

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

Thanks George. I will test the routing before I implement any changes.

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

Original Message:
Sent: 05-17-2018 15:28
From: George Ganahl
Subject: Call routing in Queue

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:
Sent: 05-17-2018 15:14
From: Ashveej Shivashankar
Subject: Call routing in Queue

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:
Sent: 05-17-2018 14:24
From: George Ganahl
Subject: Call routing in Queue

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.

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

Original Message:
Sent: 05-17-2018 14:12
From: Ashveej Shivashankar
Subject: Call routing in Queue

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.

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

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>

------------------------------
Gomathi Vasagam
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Original Message:
Sent: 05-17-2018 15:30
From: Ashveej Shivashankar
Subject: Call routing in Queue

Thanks <g class="gr_ gr_70 gr-alert gr_gramm gr_inline_cards gr_run_anim Punctuation only-ins replaceWithoutSep" id="70" data-gr-id="70">George</g>. I will test the routing before I implement any changes.

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

Original Message:
Sent: 05-17-2018 15:28
From: George Ganahl
Subject: Call routing in Queue

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:
Sent: 05-17-2018 15:14
From: Ashveej Shivashankar
Subject: Call routing in Queue

Hi George,

Thanks for responding to my query. I am using <g class="gr_ gr_68 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del" id="68" data-gr-id="68"><g class="gr_ gr_71 gr-alert gr_gramm gr_inline_cards gr_disable_anim_appear Grammar multiReplace" id="71" data-gr-id="71">bulls</g> eye</g>, 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:
Sent: 05-17-2018 14:24
From: George Ganahl
Subject: Call routing in Queue

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.

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

Original Message:
Sent: 05-17-2018 14:12
From: Ashveej Shivashankar
Subject: Call routing in Queue

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 <g class="gr_ gr_77 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins doubleReplace replaceWithoutSep" id="77" data-gr-id="77">availability</g> of agents. We are not using any <g class="gr_ gr_69 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling ins-del multiReplace" id="69" data-gr-id="69">skill based</g> routing. We have <g class="gr_ gr_78 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins doubleReplace replaceWithoutSep" id="78" data-gr-id="78">requirement</g> where the calls should be routed to only one agent, <g class="gr_ gr_81 gr-alert gr_spell gr_inline_cards gr_run_anim ContextualSpelling multiReplace" id="81" data-gr-id="81">lets</g> say Agent A and other agents in the queue should get calls only when the Agent A is on another call or off <g class="gr_ gr_79 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins doubleReplace replaceWithoutSep" id="79" data-gr-id="79">queue</g>.

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