Genesys Cloud - Main

Hi,

One of our customers (financial /banking sector), has one Queue where several agents are registered.

All calls are arriving on an IVR, with several branches. Each of these branches are configured, in the specific Flow block, with a Specific Priority, a specific Skill, and the same In-Queue Flow and with the same Queue.

IVR Branch #1, is configured the priority as 4 stars, and a specific skill called "Denuncias" ("Complaints").

IVR Branch #4, is configured with a lower priority (i.e.: three stars) and another specific Skill called "PIL".

The Queue called "Atención General" is managed to have the folllowing parameters:  

Routing= "Standard ACD", and Evaluation Method= "Best available skills".

Agents have specific Skills assigned by the Customer in order to have them answering specific type of incoming calls arriving from different IVR Branches also associated to one of the existing Skills.

No problems found here for this setup.

But now let me describe the new customer's request:

The customer has a specific set of their agents with two Skills: "Denuncias" and "PIL".

Normally the calls coming as "Denuncias" have a higher priority than the ones coming as "PIL".

They are asking to be able in some specific situation, to have the calls arriving with "PIL" to be distributed with a higher priority than the one set in the particular IVR branch), and this should be only applied to a group of selected agents (and not in the whole set of agents having these two Skills allocated). This means that these selected agents, have to get "PIL" incoming calls with a higher priority, than the ones received as "Denuncias".

We have been able to think and propose the following alternative solutions (as we haven't found any direct clear solution for this request):

• To have new specific Queue in each of the IVR Flow branches, in order to get a specific set of agents belonging to each of the Queues, and setting up more agents in each of the Queues as requested in any time of the day, in order to answer more calls from "PIL" than the ones coming from "Denuncias" when needed. This has an impact on the supervisors daily work and operation.

• To have a specfic new Queue (i.e.: "PIL priority"), where the partial set of agents will be allocaled and will be handling the incoming calls from "PIL" with a higher priority. For this, we could change the In-Queue Call Flow, to have the calls taken out of the waiting queue (i.e.: in case of having more than 10 calls waiting) and sent to another new Inbound Call Flow where the "Transfer to ACD" block of this Flow is configured with a higher priority than the one set for calls arriving from the "Denuncias" Branch, and can be distributed to another new Queue (the one referenced before as "PIL Priority" . This may impact on the Performance information, and of course also in some statistics reports.

Need your help to have any new alternative solution propsed, for this specific request received from this Customer.

Thanks again very much for your help and support.

Best regards.