Genesys Cloud - Main

I've run into an issue I'm trying to get addressed and wanted to get some insight from you guys to see if it's just me.

The setup:
We have 2 queues.  LL-Trage and LL-All.
A caller has the ability to press 1 while in LL-Triage and be put into LL-All, or it will automatically move them in 90s.

I had 2 agents logged into the system.  Agent 1 was logged into LL-Triage and LL-All, Agent 2 was only logged into LL-All

Call came in and Agent 1 was on that LL-Triage call.  While Agent 1 was on LL-Triage call, another call came in.  I watched this call then progress (based on timing, the user pressed 1) over to the LL-All queue.  Agent 2 was available, on queue, but was not presented the call.  Instead, the system queue'd the call for 46s while Agent 1 completed the first call and became available.  Agent 1 was then presented the call as normal.

I've been (unsuccessfully) working with support on a ticket regarding this call flow as it doesn't make sense to me.  Support has told me that the call routed to Agent 1 because they had been in the queue the longest.

So, my question is... When a call is presented to the queue, shouldn't the system look for an available agent above all else, then progress to who the longest idle agent was?

If anyone has any insight, I'd be grateful to hear it.

Thank you

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Brandon Wilch
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Hello Brandon.

• when the interaction comes in is there skill attached to the queue?
• check the skill of the agent 2 to see if he has it. otherwise it will not be offered to him

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Savi Prabhu
Water NSW
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Original Message:
Sent: 06-27-2018 10:17
From: Brandon Wilch
Subject: Call routing scenario/issue/question

I've run into an issue I'm trying to get addressed and wanted to get some insight from you guys to see if it's just me.

The setup:
We have 2 queues.  LL-Trage and LL-All.
A caller has the ability to press 1 while in LL-Triage and be put into LL-All, or it will automatically move them in 90s.

I had 2 agents logged into the system.  Agent 1 was logged into LL-Triage and LL-All, Agent 2 was only logged into LL-All

Call came in and Agent 1 was on that LL-Triage call.  While Agent 1 was on LL-Triage call, another call came in.  I watched this call then progress (based on timing, the user pressed 1) over to the LL-All queue.  Agent 2 was available, on queue, but was not presented the call.  Instead, the system queue'd the call for 46s while Agent 1 completed the first call and became available.  Agent 1 was then presented the call as normal.

I've been (unsuccessfully) working with support on a ticket regarding this call flow as it doesn't make sense to me.  Support has told me that the call routed to Agent 1 because they had been in the queue the longest.

So, my question is... When a call is presented to the queue, shouldn't the system look for an available agent above all else, then progress to who the longest idle agent was?

If anyone has any insight, I'd be grateful to hear it.

Thank you

------------------------------
Brandon Wilch
------------------------------

Thank you for the response.  We are not doing any skills based routing at this time.  Both queues are setup as next available agent.

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Brandon Wilch

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Original Message:
Sent: 06-28-2018 01:48
From: Savi Prabhu
Subject: Call routing scenario/issue/question

Hello Brandon.

• when the interaction comes in is there skill attached to the queue?
• check the skill of the agent 2 to see if he has it. otherwise it will not be offered to him

------------------------------
Savi Prabhu
Water NSW

Original Message:
Sent: 06-27-2018 10:17
From: Brandon Wilch
Subject: Call routing scenario/issue/question

I've run into an issue I'm trying to get addressed and wanted to get some insight from you guys to see if it's just me.

The setup:
We have 2 queues.  LL-Trage and LL-All.
A caller has the ability to press 1 while in LL-Triage and be put into LL-All, or it will automatically move them in 90s.

I had 2 agents logged into the system.  Agent 1 was logged into LL-Triage and LL-All, Agent 2 was only logged into LL-All

Call came in and Agent 1 was on that LL-Triage call.  While Agent 1 was on LL-Triage call, another call came in.  I watched this call then progress (based on timing, the user pressed 1) over to the LL-All queue.  Agent 2 was available, on queue, but was not presented the call.  Instead, the system queue'd the call for 46s while Agent 1 completed the first call and became available.  Agent 1 was then presented the call as normal.

I've been (unsuccessfully) working with support on a ticket regarding this call flow as it doesn't make sense to me.  Support has told me that the call routed to Agent 1 because they had been in the queue the longest.

So, my question is... When a call is presented to the queue, shouldn't the system look for an available agent above all else, then progress to who the longest idle agent was?

If anyone has any insight, I'd be grateful to hear it.

Thank you

------------------------------
Brandon Wilch
------------------------------