Genesys Cloud - Main

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

Hi Enrico. The Last agent routing does not work when using a flow. So you can can route your interaction to a flow instead of the queue, and in your script simply route to the queue. 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

Enrico - the other option would be to set up preferred agent routing using a 'dummy userID' (a user you create that is never logged in/used).  If you then set up your queue to use preferred agent routing with one ring, we will never find that user and skip to the overflow where you can use bullseye or standard routing.

Hope that helps.

Hi Enrico. The Last agent routing does not work when using a flow. So you can can route your interaction to a flow instead of the queue, and in your script simply route to the queue. 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

Hi Enrico. The Last agent routing does not work when using a flow. So you can can route your interaction to a flow instead of the queue, and in your script simply route to the queue. 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

How can I transfer to the flow (I'm using blind transfer via agent script)?

We are talking about message and not call.

If you are talking about to use a dummy queue where i can decide and make the transfer to ACD we already are in this situation.

Summary:

interaction arrives in an inbound message flow

the interaction is transferred to an ACD queue dummy named FIBER where we verified via EWT the best division to route the call, fo example is choosed DIV1-FIBER

the interaction is answered by an agent on DIV1-FIBER and agent then transfer to the dummy queue TRX via custom label configured in a dropdownlist via agent script 

TRX has a flow that wait the cutstomer typing and then decide (in the same way of the start) the best division for the same argument FIBER or another

So the flow conitains a transfer to ACD that can be DIV1-FIBER or DIV2-FIBER or DIV3 FIBER if the argument is the same or maybe that there is another argument and the transfer is to ACQ DIV1-SUPPORT or DIV2-SUPPORT ecc.....

We have the same the last agent routing that acts...:(

Hi Enrico. The Last agent routing does not work when using a flow. So you can can route your interaction to a flow instead of the queue, and in your script simply route to the queue. 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

Enrico - can you share a screenshot of the transfer to ACD step in architect for the flow that carries the interaction to the queue as well as one of the routing tab for this queue so that I can review the setup?  (Feel free to email it to me directly - chris.bohlin@gmail.com).

And so I understand correctly - irrespective of where the message ends up, you are saying we always seem to transfer it to the last agent even if they are not in one of hte target queues?

How can I transfer to the flow (I'm using blind transfer via agent script)?

We are talking about message and not call.

If you are talking about to use a dummy queue where i can decide and make the transfer to ACD we already are in this situation.

Summary:

interaction arrives in an inbound message flow

the interaction is transferred to an ACD queue dummy named FIBER where we verified via EWT the best division to route the call, fo example is choosed DIV1-FIBER

the interaction is answered by an agent on DIV1-FIBER and agent then transfer to the dummy queue TRX via custom label configured in a dropdownlist via agent script 

TRX has a flow that wait the cutstomer typing and then decide (in the same way of the start) the best division for the same argument FIBER or another

So the flow conitains a transfer to ACD that can be DIV1-FIBER or DIV2-FIBER or DIV3 FIBER if the argument is the same or maybe that there is another argument and the transfer is to ACQ DIV1-SUPPORT or DIV2-SUPPORT ecc.....

We have the same the last agent routing that acts...:(

Hi Enrico. The Last agent routing does not work when using a flow. So you can can route your interaction to a flow instead of the queue, and in your script simply route to the queue. 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

Hi Enrico. The Last agent routing does not work when using a flow. So you can can route your interaction to a flow instead of the queue, and in your script simply route to the queue. 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

Hello @Catherine DUPIRE

I have a doubt about this comment "The Last agent routing does not work when using a flow."

I am using message flow and digital bot flow and in the flow have options that route the message to differents queues and have the problem that if one client first entered in the option 1 ans was answered por "Agent A" in the "Queue A", but write again after some hours and ask the option 3, in the flow this option go to other queue ("Queue C") where I have others agents diferents to "Agent A" but in this case the interaction arrive to the same queue "Queue A" and not to "Queue C"

Then, have relationship this behaviour  with the Last Agent Routing? and what is the difference with your comment ¨The Last agent routing does not work when using a flow."

Hi Enrico. The Last agent routing does not work when using a flow. So you can can route your interaction to a flow instead of the queue, and in your script simply route to the queue. 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

Hi Enrico,

It seems this is working as expected. For the digital media (email and/or message), the interaction will be routed to the previous agent if the agent is on-queue (queue membership is not taken into consideration). 

Here is the link:

https://help.mypurecloud.com/faqs/why-is-an-email-routed-from-a-queue-to-an-agent-no-longer-in-that-queue/ 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

ok but it should be possibile to disable it! let me explain a simple scenario:

Agent A1 in division D1 on queue "D1-SUPPORT" available 

Agent A2 in division D2 on queue "D2-ASSURANCE" available

Interaction message arrives on queue "SUPPORT" because:

1 - customer wrote in the chat topic linked with a possibile support request

2 - customer want to have support

3 - ....other chance but it the same...

queue "SUPPORT" is on a tec flow that based on EWT choose the best queue cross division between D1 and D2 and chose D1

interaction is routed to the "D1-SUPPORT" queue

A1 take the interaction and interact with the customer 

the customer should be served by an assurance team

A1 transfer to the "ASSURANCE" queue

queue "ASSURANCE" is on a tec flow that based on EWT choose the best queue cross division between D1 and D2 and chose D2 (it the same with D1..)

interaction is routed to the "D2-ASSURANCE" queue

IF A1 is available he receives the interaction again :S and it doesn't matter is A2 is available or not.

This means that customer will not be served because A1 is an agent of the "D1-SUPPORT" queue 

Hi Enrico,

It seems this is working as expected. For the digital media (email and/or message), the interaction will be routed to the previous agent if the agent is on-queue (queue membership is not taken into consideration). 

Here is the link:

https://help.mypurecloud.com/faqs/why-is-an-email-routed-from-a-queue-to-an-agent-no-longer-in-that-queue/ 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------

I understood that:<o:p></o:p>

<o:p> </o:p>

<o:p> </o:p>

Agent1 on queue fixed<o:p></o:p>

Agent1 receives interaction message on queue fixed<o:p></o:p>

<o:p> </o:p>

Agent1 transfer to TRX and on TRX flow there is a transfer to ACD to the queue Committed -> last agent win and interaction message came back on Agent1 with queue fixed (if fixed is in another division Agent1 see on the left side unknow queue)<o:p></o:p>

<o:p> </o:p>

Agent1 transfer to Committed -> last agent does not win and message interaction is on queue Committed waiting the best agent available on that queue 😊<o:p></o:p>

<o:p> </o:p>

Why last agent acts starting from the transfer to ACD by flow 😃?<o:p></o:p>

ok but it should be possibile to disable it! let me explain a simple scenario:

Agent A1 in division D1 on queue "D1-SUPPORT" available 

Agent A2 in division D2 on queue "D2-ASSURANCE" available

Interaction message arrives on queue "SUPPORT" because:

1 - customer wrote in the chat topic linked with a possibile support request

2 - customer want to have support

3 - ....other chance but it the same...

queue "SUPPORT" is on a tec flow that based on EWT choose the best queue cross division between D1 and D2 and chose D1

interaction is routed to the "D1-SUPPORT" queue

A1 take the interaction and interact with the customer 

the customer should be served by an assurance team

A1 transfer to the "ASSURANCE" queue

queue "ASSURANCE" is on a tec flow that based on EWT choose the best queue cross division between D1 and D2 and chose D2 (it the same with D1..)

interaction is routed to the "D2-ASSURANCE" queue

IF A1 is available he receives the interaction again :S and it doesn't matter is A2 is available or not.

This means that customer will not be served because A1 is an agent of the "D1-SUPPORT" queue 

Hi Enrico,

It seems this is working as expected. For the digital media (email and/or message), the interaction will be routed to the previous agent if the agent is on-queue (queue membership is not taken into consideration). 

Here is the link:

https://help.mypurecloud.com/faqs/why-is-an-email-routed-from-a-queue-to-an-agent-no-longer-in-that-queue/ 

Hello guys,

is it possible to disable the default last agent routing?
I have the following scenario:

- Agent1 is on queue QA
- Interaction is routed first time to the queue QA
- Agent1 interact with the customer
- Customer does not reply with a message
- Agent1 transfer the interaction to the queue QB to wait a customer response (samething like parking)
- After X time interaction is routed to the queue QC
- Agent1 is available (but only in QA)
- Agent1 receives the interaction from QC (because start the last agent routing i think...)

we want that the interaction is routed to the best agent available in the QC and not to the last agent as first attempt..
this happens in the same division but also cross division...
We have differents outsourcers that we configured 1:1 with the divisions and different queue.
During transfer an interaction could be routed to the queues in different division and we cannot accept, for example, that an agent from division1 can manage an interaction routed to a queue in division2.
A typical scenario is that the agent in the first routing understand that the customer need is not related to the QA and transfer to the best service but then the interaction came back to him...

Anyone with the same dilemma :)?

thank you for your feedback!

#Routing(ACD/IVR)

------------------------------
Enrico Preite

IT Solution Architect CTI

Vodafone Italy

------------------------------