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  • 1.  Feedback requested: Potential change to routing status logic

    GENESYS
    Posted 03-26-2024 13:27

    Community members - 

    In an organization's Utilization settings, an administrator can control whether or not users should be alerted to ACD calls when on a non-ACD call using the 'Count non-ACD calls in utilization capacity' checkbox.  Today, this has the side effect of changing the user's routing status depending on the value of the flag, as below:

     

    Routing status when 'Count non-ACD calls' is true

    Routing status when 'Count non-ACD calls' is false

    Non-ACD voice call received

    COMMUNICATING

    IDLE

     

    To more accurately reflect the user's status, we're considering changing this behaviour, such that the user's routing status would not be dependent on the value of Count non-ACD calls in utilization capacity, as below:

     

    Routing status when 'Count non-ACD calls' is true

    Routing status when 'Count non-ACD calls' is false

    Non-ACD voice call received

    COMMUNICATING

    COMMUNICATING

     

    There would be no impact on utilization from the above change.  The value of the flag would still be respected when routing ACD calls, and it would still be possible to prevent ACD calls being received when on a non-ACD call. 

    We'd like to get feedback on the change proposed above, specifically

    1. Would you agree this change makes sense?
    2. Is there any impact or potential impact that you'd foresee on your users or operations from this change?

     


    #Routing(ACD/IVR)

    ------------------------------
    David Farrell
    Genesys - Employees
    ------------------------------


  • 2.  RE: Feedback requested: Potential change to routing status logic

    Posted 04-01-2024 22:29

    Why not use Interacting for either the ACD call or the Non-ACD call?  Having both as Communicating does not let supervisors know if they are on an ACD call or Non-ACD call.  Seems like part of the use case is to A) Know when the agent is talking on the phone and B) is the agent on an ACD call.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Feedback requested: Potential change to routing status logic

    GENESYS
    Posted 04-02-2024 11:21

    hi Robert,

    we aren't proposing a change to any of the behavior around ACD interactions.  an agent with a connected ACD interaction will continue to have a routing status of INTERACTING.  we're only talking here about non-ACD interactions.



    ------------------------------
    Seth McCarus
    Genesys - Employees
    ------------------------------



  • 4.  RE: Feedback requested: Potential change to routing status logic

    Posted 04-02-2024 11:33
    Yes then, Communicating for Non-ACD will differentiate the two


    Robert

     

    Robert Wakefield-Carl

    Sr. Director – Innovation Architects 

    Robert.WC@ttecdigital.com

    T: 949-268-5104

    C: 310-350-2010

    Teams: robert.wc@ttecdigital.com

    Schedule:  https://calendly.com/RobertWC

    Blog: https://RobertWC.blogspot.com

    Subscribe to  ttec Digital Thoughts

     






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