Hello Genesys Cloud Team,
Right now, we put calls in "unassigned" and next agent on queue takes the call for anything scheduled as a Product Queue Callback. In the current configuration, agents can avoid specific calls in queue by staying unavailable until that call passes. We would like to better distribute the calls evenly amongst the team, which will no longer "punish" the efficient or diligent agents. We know for a fact that call distribution or call evaluation/assignment are going to be based on the agent/s status such as On-Queue, Available, etc. But I just want to know if there's a possible way using the existing functions and action/s we have for GenCloud Architect section.
The plan is "callbacks" that are scheduled to a Product Queue, with the agent "Unassigned", are automatically assigned to a round robin format for agents that are logged in (Not based on availability). Like a more dynamic way, based on who is logged in. Perhaps using the complete list of the agents with that skill is used, but only agents logged in will be used for automatic call assignment.
Example: Bryan, Mike, and Matt are logged in. When a call is assigned to the Product Queue, the first call will go to Bryan. The next will be assigned to Mike, regardless of whether Bryan becomes available sooner… the call will wait for Mike to become on-queue. The next call would be assigned to Matt, etc.
Basically, we are looking for Genesys to perform a dynamic assignment, rather than the multiple agents scheduling the callbacks trying to determine who the next call should be assigned to.
#Routing(ACD/IVR)------------------------------
Samuel Seymour Granil
Cognizant Technology Solutions U.S. Corporation
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