Genesys Cloud CX

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  • 1.  Last Agent Routing Reporting & ACW

    Posted 4 days ago
    Hi All,

    We have implemented Last agent routing by using Genesys platform API(to retrieve the last agent for the customer) and 'Transfer to user' functionality of architect.
    However, the client has some specific requirements:
    1. ACW should be mandatory for the agents. I understand that ACW can be enabled at queue level. Is there any way to enable it for 'Transfer to user' as well?
    2. Is reporting available for 'Transfer to user' functionality.

    Any workarounds/suggestions would be appreciated.
    #Routing(ACD/IVR)

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    Prasoon Pandey
    Accenture Solutions Private Limited
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  • 2.  RE: Last Agent Routing Reporting & ACW

    Top 25 Contributor
    Posted 4 days ago
    Instead of Transfer to User
    Can you transfer to the appropriate Queue, but use Preferred agent routing instead?
    Which also gives you some extra options.
    What do you do now if an that last agent is on leave, or on lunch or off sick. using Preferred Agent Routing will allow you to at least send it to another agent after trying the preferred agent for a time:
    https://help.mypurecloud.com/articles/preferred-agent-routing-behavior/

    Otherwise and this is awful, have 1 queue per agent.

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    Anton Vroon
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  • 3.  RE: Last Agent Routing Reporting & ACW

    Posted 4 days ago
    Edited by Richard Dib 4 days ago
    The only way for ACW to work is using transfer to queue and preferred agent routing.
    We currently have a very similar setup using this method! We have also added flow outcomes to see how successful last known agent routing is.

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    Richard

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