Genesys Cloud CX

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  • 1.  How Skill Rating Works

    Posted 9 days ago


    We have been working on routing of ACD call based on Skill rating and not sure exactly how it works. If anyone could provide some info on this, would be very helpful.
    Below is the test scenario we have executed and the test result.

    Agent 1, having 5 Star Skill, Agent 2 having 1 star skill.
    Agent 2 went on queue before Agent 1.

    When the 1st call came in to Test queue, though Agent 1 logged in latter than agent 2, believe due to higher skill set (5 Star skill), Agent 1 got the call.

    For the 2nd call in Test queue, both Agent 1 & Agent 2 onQueue, the call went to Agent 2 having lower skill rating than Agent 1.
    Questing here is, is it because Agent 1 already got one call and Agent 2's ideal time in the queue is more than agent 1.

    Agent 3 been introduced in the system and below are how the skills have been assigned.
    Agent 1, having 3 Star Skill, Agent 2 having 1 star skill & Agent 3 having 5 star rating.

    For the 3rd call in Test queue, both Agent 1/2/3 onQueue, the call went to Agent 3 having higher skill set than both Agent 1 & 2.

    How exactly Genesys determines / target the available agents based on the Skill Rating?


    Subhro Bhattacharjee
    Cognizant Technology Solutions India Private Limited

  • 2.  RE: How Skill Rating Works

    Posted 8 days ago
    Hi Subhro,

    The system is actually looking for someone with the highest Agent score.

    There is some info here:

  • 3.  RE: How Skill Rating Works

    Posted 2 days ago
    Hi Subhro and Paulo - thanks for starting this discussion.   To be able to route using agent skill proficiencies, you need to have your queue set to the  'best available skills' evaluation method - otherwise, we don't take proficiency into consideration.  When using this method, agents must have ALL skills matching hte interaction that comes into queue as well.  So, if the interactions is tagged with the sales and support skills, we'll only consider agents with both of those skills.   From there, its as Paulo laid out - we combine all the proficiency values across the skills to make a proficiency score and then route to that agent.

    Hope that helps.

    Chris Bohlin
    Product Manager - PureCloud