Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Chat messages are bypassing agents who are idle to be given to agents who already have 2 or more messages on the go.

    Posted 03-24-2025 06:52

    In other words, agents who have a full pot are being given chat messages whilst agents who have an empty one are being bypassed. 

     


    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Mike Ponton
    ------------------------------


  • 2.  RE: Chat messages are bypassing agents who are idle to be given to agents who already have 2 or more messages on the go.
    Best Answer

    Posted 03-24-2025 07:24

    Hi Mike,

    I found an idea on the Genesys Cloud Product Ideas Lab: Add a routing or evaluation method for queues that select agents based on utilization and longest wait for a interaction.

    It also has some useful information with regards to using the feature Routing Includes Agent Presence that may help:

    • Go into organization settings >settings tab and enable: Routing Includes Agent Presence. When enabled, all queue routing methods will use changes in agent presence to reset the ACD routing score. This will result in interactions being delivered to the agent who has been sitting in idle/available the longest intra-day. By default, interactions are routing based on the 'time since last interaction



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Chat messages are bypassing agents who are idle to be given to agents who already have 2 or more messages on the go.

    Posted 03-24-2025 07:48

    Thanks Sam

    Doesnt look like I get access to that function/feature. I'll pick some brains of those who do though. I'll update asap

    Mike



    ------------------------------
    Mike Ponton
    ------------------------------

    Original Message


  • 4.  RE: Chat messages are bypassing agents who are idle to be given to agents who already have 2 or more messages on the go.

    Posted 30 days ago

    Try using the link in the GKN sidebar here (click your initials icon on the right) and select Product Ideas Lab. Log in with the same credentials you use for Community. That should give you the ability to search and find the Idea and post your own requests.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 5.  RE: Chat messages are bypassing agents who are idle to be given to agents who already have 2 or more messages on the go.

    Posted 03-25-2025 01:46

    Hi Mike,

    As Sam mentioned, by default messenger is sending an interaction to the agents based on time since last interaction was completed so it's not factoring in any interaction they are currently dealing with as they are deemed as completed yet.

    We haven't played around with enabling Routing Includes Agent Presence but one thing to be aware of is that enabling this could allow agents to game the system. When we were on-prem this is how routing was based and we found that agents would toggle themselves Not Ready / Ready to make it so their idle time was the lowest and they would be last to be offered an interaction. I'm not sure if the logic has improved in the Cloud but it would be worth testing prior to rolling out that change. 



    ------------------------------
    Michael Ball
    Workforce Planner
    ------------------------------

    Original Message


  • 6.  RE: Chat messages are bypassing agents who are idle to be given to agents who already have 2 or more messages on the go.

    Posted 30 days ago

    Yes, that is still a problem if agents want to avoid taking interactions. You have to use Gamification and other ways to get them to want to take interactions.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Chat messages are bypassing agents who are idle to be given to agents who already have 2 or more messages on the go.

    Posted 30 days ago

    Hi Mike,

    For us our "Chats" are not really "Chats".  They are Web Messages.  Our agents can have up to 3 Web Messages at a time. 

    I thought we were having that same problem but then I noticed that it was due to the "Last" routing; where the system automatically routes a Web Message back to the last person who handled it, even if it was up to like 48 hrs ago (I think that is the threshold).  When I took that into consideration, the Web Messages were, in fact routing as expected.  

    Not sure if this applies to you but wanted to share.



    ------------------------------
    Gina Palmer
    Manager, Workforce Management
    Papa, Inc.
    ------------------------------

    Original Message


  • 8.  RE: Chat messages are bypassing agents who are idle to be given to agents who already have 2 or more messages on the go.

    Posted 29 days ago

    We also have this problem, and we have already enabled Routing Includes Agent Presence.

    It tends to "fill up" one agent rather than spreading chats (web messages) across the agent group, which is not what we would want to happen. 



    ------------------------------
    James Dunn
    Telecoms Specialist
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources