Genesys Cloud - Main

Hey all,

We seem to be having a wee bit of an issue at the moment, and we are needing some ideas on how we can implement this without Micromanaging it constantly.

Please see the Flowchart I have created attached to give you an idea of whats going on.  The Issue is that we are afraid our Team might end up adding agents to the Queue, but they forget to assign the 3x skillsets which are required to answer the call from the following 3xDID which are called. The Idea behind this is so that we can prioritise 1 agents to a specific DID and then when said agent goes on break, since all the other agents have the same skillset but set to 1 star priority, they can still answer the call. We want to be able to add an agent to the queue that also doesn't have the skillset so no calls get missed due to human error.  Any thoughts?

quick breakdown of what you are seeing in the flow chart.

Customer calls Non Geo Number, Clients IVR calls one of the 3x DID's we have given them. Then Genesys does a switch check to see what DID was called. then puts the interaction into a single queue, but sets the interaction Skillset to the required DID line.  This way agents will mostly answer the DID calls they are assigned by priority first, then any other call if next best skill is not available.

If an agent is not set any skills, that agent will NEVER get a call from ACD.

#ArchitectureandDesign
#Telephony

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David Mann
na
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Hello David, 

I dont think we have a out of the box work around for this. If the agent is never assigned the skill needed they will never get a call from the ACD. Hopefully the community can provide some feedback or even a solution, but for now you will need to check each agent assigned to that DID/Queue to make sure they have the skills so they get routed calls. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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You might look at using Dynamic Skills Groups to assign membership in the queues instead of assigning users directly. That way the users only get added to the queues when they are assigned the appropriate skills and proficiency, rather than adding the user to the queue and hoping the skills are properly added to the user.

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
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You could take a look at bullseye routing where you remove skills at given thresholds and then the last option where there are no skill required.

Another hint to make provisioning easier, use skill groups and assign this to the rings. This also has the added benefit, is that you only need add and remove skills to agents as adding skills will put them in that queue automatically  

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Jasper Donovan

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We use bullseye routing combined with best available skills for some of our queues. This allows three levels of agents for the queue. Using bullseye routing we remove all skills at 25 second wait time. This allows for adjustment without having to touch the inbound flows in architect. 

- 5 Star skilled agents (first to get interaction)

- 1 Star skilled agents (second if 5-star agents are unavailable)

- Unskilled agents but active in Queue (Third to get the interaction after interaction wait time is 25+ seconds when all skills are removed)

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Garrett Gardner
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Original Message:
Sent: 02-24-2025 03:04
From: Jasper Donovan
Subject: IVR ACD skillset issue

You could take a look at bullseye routing where you remove skills at given thresholds and then the last option where there are no skill required.

Another hint to make provisioning easier, use skill groups and assign this to the rings. This also has the added benefit, is that you only need add and remove skills to agents as adding skills will put them in that queue automatically  

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Jasper Donovan

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