Genesys Cloud - Main

The use case is as below:

1. Inbound Call Flow in Architect calls Transfer to ACD with ACD Skill "SkillA" and targets Queue "Queue1"
2. The Queue is set with Last Agent Routing Disabled. Routing is Bullseye. Ring1 has 15 secs timeout Ring2 15 secs Ring 3 15 secs Ring 4. 
3. Skill Expression Group - SEG1 - Skill A with Proficiency = 5, SEG2 - SkillA >=3, SEG3 - SkillA >=1 and then we have SEG4 - Skill B = 5
4. Groups are configured as SEG1 - Ring1, SEG2 - Ring2, SEG3 - Ring3, SEG4 - Ring4
5. Now CGA is set with Pilot Rule On with EWT > 43 secs and Rule1 if EWT in Queue1 > 45secs hit SEG4
6. No Agent is active with SkillA in all Proficiencies. 
7. AgentA with SkillB=5 is available
8. Place the Inbound Call
9. Hit Transfer to ACD block. This hard sets the ACD Skill as SkillA 
10. Expected: As no agents with SkillA, around 45th sec, call connects AgentA with Skill B. 
11. Actual: Call does not hit AgentA at all. 
12. How do I ensure the CGA is activated? Is my config correct? Should AgentA have SkillA as well then falls into the previous rings. 

Please advise. 

Hi Poongundran, your setup sound a little complicated, so I'm not 100% sure on the best way to set everything up.

BUT... from what you described, the primary issue seems to be that you placed the call on queue looking for Skill A (hard set, as you mentioned). So this call will only ever be routed to an agent that has Skill A (regardless of proficiency).

From what I can see in your setup, I guess just removing this Skill from the "Transfer to ACD block" should fix the issue.

The call will be simply placed on the queue looking for any members available (no skill required), but then it will take the Bullseye routing rules into consideration, so it will check for the 1st ring, then 2nd, etc. Until it finally reaches ring 4 and transfers to the agent with only "Skill B" on the 4th ring.

EDIT: Another thing that you can do instead, if you prefer, is removing Skill A on the Bullseyes rules for the queue, when it goes from the 3rd ring to the 4th ring you can remove the Skill A as a requirement.

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Marcello
Senior PS Consultant
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