Genesys Cloud - Main

Hello,

One of our customer is using for a department a specialized system to dispatch some emergency calls.

The system is a black box, no integration possible.

These calls are currently routed like that :

1) external System route the call to a specific DID

2) a flow make the match between the DID and the extension of the agent

3) call is forwarded to extension.

Customer now would like to implement WFM. So we have to find a way to count direct calls on it's reporting. Any idea how it could be done ?

Note : I was thinking of a queue with kind of preferred agent routing but it's not the preferred option as agent always have to be able to receive these calls, even if they are "off queue" 


Thanks in advance for your assistance !
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Pierre Pirson
Proximus PLC
------------------------------

I would create a data table with the DID and the username of the agent then just do a Data Table Lookup when the call comes in and Transfer to User.  You can have a timeout on that tool to roll over to a queue if need be.  In your flow:

1. Data Table Lookup on Call.CalledNumberOriginal
2. Success on lookup - map agent name
3. Transfer to Agent with agent name variable
4. Timeout to queue

Let me know if you need a sample flow.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 02-14-2022 03:22
From: Pierre Pirson
Subject: Count direct calls on WFM schedulling

Hello,

One of our customer is using for a department a specialized system to dispatch some emergency calls.

The system is a black box, no integration possible.

These calls are currently routed like that :

1) external System route the call to a specific DID

2) a flow make the match between the DID and the extension of the agent

3) call is forwarded to extension.

Customer now would like to implement WFM. So we have to find a way to count direct calls on it's reporting. Any idea how it could be done ?

Note : I was thinking of a queue with kind of preferred agent routing but it's not the preferred option as agent always have to be able to receive these calls, even if they are "off queue"


Thanks in advance for your assistance !
#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Pierre Pirson
Proximus PLC
------------------------------