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  • 1.  Complex Routing with Resource Sharing

    Posted 12-11-2020 16:34
    No replies, thread closed.
    Our department is currently in the midst of Genesys Cloud, and is struggling to implement a routing solution that is sophisticated enough to meet our needs.
    Our legacy routing system prioritizes calls based upon user and call type (transfer/external), and utilizes substantial resource sharing across our various specialty areas.  We utilize on-prem Genesys capabilities such as "Service Objectives" to achieve this.  
    In our Cloud implementation, we are struggling to get this degree of complexity out of the out of the box solution.

    Has anyone has success in very sophisticated routing systems that have resource sharing and various degrees of call prioritization?
    Any insights here would be greatly appreciated.

    Thank you,
    -Matt

    #serviceobjectives #callrouting #callprioritization #resourcesharing​​​​​​
    #Routing(ACD/IVR)

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    Matthew Rauenzahn
    Vanguard Group
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  • 2.  RE: Complex Routing with Resource Sharing

    Posted 12-14-2020 12:55
    No replies, thread closed.
    Not sure if it entirely solves your issue, but instead of using a literal value with the stars for priority, you can change the priority value to an expression and then use an integer variable.  For positive numbers, that then give you a range from 1 to 9,223,372,036,854,776,000.  Each unit of 1 adds 30 seconds of fake hold time to the interaction for routing decisions.  You'll need to figure out what you need to use to calculate the value of your variable, but you certainly get a broad enough range to tweak the priority however you need to.

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    Mike Steinke
    Inflow Communications
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    Original Message


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