Genesys Cloud - Main

Does anyone know if when a call comes in, all reps who are available have the chance to answer it. Ex. I'm third in line for the next call, a call comes in and I press answer first, skipping the two ahead of me. Is that possible? Or will it always go to the first rep next? (Same star and skill level, everyone is equal)

When you use ACD routing, system picks a single agent (see link below for how the agent is selected) at a time and offers the interaction to them.  If the agent doesn't answer it within the queue's timeout, the interaction is offered to the next best agent and repeats the process.

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

If you use transfer to group instead of transfer to ACD, the call can ring multiple members of the group at the same time.  However, skills are not taken into account at all, the call can go to any member.  The other major difference is that if no one answers the call after the group rings are exhausted the call either disconnects or goes to the group's voicemail; a call in an ACD queue will stay there until an agent answers or the caller hangs up.  ACD calls can stay on the line for hours if the caller has the patience.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Does anyone know if when a call comes in, all reps who are available have the chance to answer it. Ex. I'm third in line for the next call, a call comes in and I press answer first, skipping the two ahead of me. Is that possible? Or will it always go to the first rep next? (Same star and skill level, everyone is equal)

How can we see which one we have set up?

When you use ACD routing, system picks a single agent (see link below for how the agent is selected) at a time and offers the interaction to them.  If the agent doesn't answer it within the queue's timeout, the interaction is offered to the next best agent and repeats the process.

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

If you use transfer to group instead of transfer to ACD, the call can ring multiple members of the group at the same time.  However, skills are not taken into account at all, the call can go to any member.  The other major difference is that if no one answers the call after the group rings are exhausted the call either disconnects or goes to the group's voicemail; a call in an ACD queue will stay there until an agent answers or the caller hangs up.  ACD calls can stay on the line for hours if the caller has the patience.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Does anyone know if when a call comes in, all reps who are available have the chance to answer it. Ex. I'm third in line for the next call, a call comes in and I press answer first, skipping the two ahead of me. Is that possible? Or will it always go to the first rep next? (Same star and skill level, everyone is equal)

You're likely using ACD.  Are your flows using the transfer to ACD or transfer to group action?

How can we see which one we have set up?

When you use ACD routing, system picks a single agent (see link below for how the agent is selected) at a time and offers the interaction to them.  If the agent doesn't answer it within the queue's timeout, the interaction is offered to the next best agent and repeats the process.

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

If you use transfer to group instead of transfer to ACD, the call can ring multiple members of the group at the same time.  However, skills are not taken into account at all, the call can go to any member.  The other major difference is that if no one answers the call after the group rings are exhausted the call either disconnects or goes to the group's voicemail; a call in an ACD queue will stay there until an agent answers or the caller hangs up.  ACD calls can stay on the line for hours if the caller has the patience.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Does anyone know if when a call comes in, all reps who are available have the chance to answer it. Ex. I'm third in line for the next call, a call comes in and I press answer first, skipping the two ahead of me. Is that possible? Or will it always go to the first rep next? (Same star and skill level, everyone is equal)

ACD, so a call should only go to one rep at a time correct?

You're likely using ACD.  Are your flows using the transfer to ACD or transfer to group action?

How can we see which one we have set up?

When you use ACD routing, system picks a single agent (see link below for how the agent is selected) at a time and offers the interaction to them.  If the agent doesn't answer it within the queue's timeout, the interaction is offered to the next best agent and repeats the process.

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

If you use transfer to group instead of transfer to ACD, the call can ring multiple members of the group at the same time.  However, skills are not taken into account at all, the call can go to any member.  The other major difference is that if no one answers the call after the group rings are exhausted the call either disconnects or goes to the group's voicemail; a call in an ACD queue will stay there until an agent answers or the caller hangs up.  ACD calls can stay on the line for hours if the caller has the patience.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Does anyone know if when a call comes in, all reps who are available have the chance to answer it. Ex. I'm third in line for the next call, a call comes in and I press answer first, skipping the two ahead of me. Is that possible? Or will it always go to the first rep next? (Same star and skill level, everyone is equal)

yep

ACD, so a call should only go to one rep at a time correct?

You're likely using ACD.  Are your flows using the transfer to ACD or transfer to group action?

How can we see which one we have set up?

When you use ACD routing, system picks a single agent (see link below for how the agent is selected) at a time and offers the interaction to them.  If the agent doesn't answer it within the queue's timeout, the interaction is offered to the next best agent and repeats the process.

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

If you use transfer to group instead of transfer to ACD, the call can ring multiple members of the group at the same time.  However, skills are not taken into account at all, the call can go to any member.  The other major difference is that if no one answers the call after the group rings are exhausted the call either disconnects or goes to the group's voicemail; a call in an ACD queue will stay there until an agent answers or the caller hangs up.  ACD calls can stay on the line for hours if the caller has the patience.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Does anyone know if when a call comes in, all reps who are available have the chance to answer it. Ex. I'm third in line for the next call, a call comes in and I press answer first, skipping the two ahead of me. Is that possible? Or will it always go to the first rep next? (Same star and skill level, everyone is equal)

We just had this happen to us: one call came in and was presented to two agents. We are using the Transfer to ACD action, there are no preferred agents, no skills set (just EN language), and not enough time for it to time out and route to another agent. 

yep

ACD, so a call should only go to one rep at a time correct?

You're likely using ACD.  Are your flows using the transfer to ACD or transfer to group action?

How can we see which one we have set up?

When you use ACD routing, system picks a single agent (see link below for how the agent is selected) at a time and offers the interaction to them.  If the agent doesn't answer it within the queue's timeout, the interaction is offered to the next best agent and repeats the process.

https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

If you use transfer to group instead of transfer to ACD, the call can ring multiple members of the group at the same time.  However, skills are not taken into account at all, the call can go to any member.  The other major difference is that if no one answers the call after the group rings are exhausted the call either disconnects or goes to the group's voicemail; a call in an ACD queue will stay there until an agent answers or the caller hangs up.  ACD calls can stay on the line for hours if the caller has the patience.

https://help.mypurecloud.com/articles/configure-a-group-phone-number/

Does anyone know if when a call comes in, all reps who are available have the chance to answer it. Ex. I'm third in line for the next call, a call comes in and I press answer first, skipping the two ahead of me. Is that possible? Or will it always go to the first rep next? (Same star and skill level, everyone is equal)