Genesys Cloud - Main

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

Thank you for your help, Paul.

Can you please clarify the moment with the transfer from another queue?

To avoid using additional inbound flow (now agents transfer calls right in queues and using inbound flow for transfer for one specific queue can confuse them), can I set the "General" skill in the in-queue flow using the "Set Skill" action?

Or, if there are idle PA1-10 agents in the queue, one of them will immediately receive the call and the in-queue flow won't be started?

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

Thank you for your help, Paul.

Can you please clarify the moment with the transfer from another queue?

To avoid using additional inbound flow (now agents transfer calls right in queues and using inbound flow for transfer for one specific queue can confuse them), can I set the "General" skill in the in-queue flow using the "Set Skill" action?

Or, if there are idle PA1-10 agents in the queue, one of them will immediately receive the call and the in-queue flow won't be started?

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

Thank you for your help, Paul.

Can you please clarify the moment with the transfer from another queue?

To avoid using additional inbound flow (now agents transfer calls right in queues and using inbound flow for transfer for one specific queue can confuse them), can I set the "General" skill in the in-queue flow using the "Set Skill" action?

Or, if there are idle PA1-10 agents in the queue, one of them will immediately receive the call and the in-queue flow won't be started?

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

Thank you for your help, Paul.

Can you please clarify the moment with the transfer from another queue?

To avoid using additional inbound flow (now agents transfer calls right in queues and using inbound flow for transfer for one specific queue can confuse them), can I set the "General" skill in the in-queue flow using the "Set Skill" action?

Or, if there are idle PA1-10 agents in the queue, one of them will immediately receive the call and the in-queue flow won't be started?

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

Thank you for the clarification, Andy.

I think it is a good idea to use a "dummy queue".
But just for my curiosity, have you tried to implement such scenario using different Bullseye Ring Numbers instead of skills?

Thank you for your help, Paul.

Can you please clarify the moment with the transfer from another queue?

To avoid using additional inbound flow (now agents transfer calls right in queues and using inbound flow for transfer for one specific queue can confuse them), can I set the "General" skill in the in-queue flow using the "Set Skill" action?

Or, if there are idle PA1-10 agents in the queue, one of them will immediately receive the call and the in-queue flow won't be started?

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

Thank you for the clarification, Andy.

I think it is a good idea to use a "dummy queue".
But just for my curiosity, have you tried to implement such scenario using different Bullseye Ring Numbers instead of skills?

Thank you for your help, Paul.

Can you please clarify the moment with the transfer from another queue?

To avoid using additional inbound flow (now agents transfer calls right in queues and using inbound flow for transfer for one specific queue can confuse them), can I set the "General" skill in the in-queue flow using the "Set Skill" action?

Or, if there are idle PA1-10 agents in the queue, one of them will immediately receive the call and the in-queue flow won't be started?

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina

The rest of the responses were very spot on and creative.  I wanted to say that I am doing the same.  I have a 8 queues which contain many sales territories each and within the agents want to prefer / get "their" calls first.  So we have a flow that looks up info from our CRM and when matched, pulls the agents email, then uses that to look to see if the agent is "on queue", if so, it skills the call with their personal skill, we do user_username.  We offer targeted callbacks and voice options to the user and periodic offers to "speak with someone else".  It works pretty well.  When an agent goes on PTO, they have a backup setup with their skill in the system.  This way, they can avoid having the call go to someone else outside of their specific territory.  We've tested bullseye routing with this senario, and while there are a ton of skills, we've found that it is doable, just not administratively manageable.

We also tag those calls with a "Territory" skill as well so that if we strip the user skill (customer selects to speak with someone else), then the call goes to someone in that territory.  Bullseye is good for this senario as we can strip the territory skill easier since there are a lot fewer of them and let it go to anyone in that queue after a set amount of time.
I just wanted to say that it works and using "personal" skills is how to get it done.  You can trim out your @ domain info from the email and append that after user_ to create the skill name to assign the calls to.  It works very well.  For unmatched callers, we just send them to the queue linked with the DID.  When no agents are on queue with the skill, we at least use the Territory specific skill.

Hello Community,

can you please advise how to implement the following customer requirement:

The inbound call flow application calls the customer web service that in some cases returns the agent's email. If the agent's email is received, the call is transferred to the queue with the preferred agent = agent's email.
If the agent's email is not received, the call is transferred to the same queue without the preferred agent.
There are four queue members in the queue that can receive any call, and about 10 "preferred agents" - agents that should receive only "their calls" (calls that are transferred to the queue with a preferred agent).

For example, there are agents A1, A2, A3, and A4 in the queue Q1 that can receive all calls, and PA1, PA2,..., PA10 agents that can receive only "their calls".
Suppose the web service returns email PA1, in this case, the call is transferred to the Q1 with preferred agent PA1, and if agent PA1 is idle, he will receive the call, if the agent PA1 is logged off or busy, or not available, one of the agents A1, A2, A3, A4 will receive the call (if all of them are not available or busy, the customer will wait, even if PA2,...,PA10 are idle).
In addition, the agents from other queues can transfer the calls to the Q1 queue, in this case only agents A1, A2, A3, or A4 can receive the calls.
And, if the customer that is waiting for the agent in Q1 decides to leave a callback, only agents A1, A2, A3 A4 can receive it.

I thought to use the bullseye routing in combination with a preferred agent, and define 2 rings for bullseye routing. The interval for the first ring set to the maximum (3 days). For all agents A1 - A4 set the bullseye ring number to 1, and for agents PA1,.. PA10 set the bullseye ring number to 2.

But I'm not sure, that it will work correctly in case a callback is left in Q1 and is not answered for several days.


Thanks,
Irina