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  • 1.  Longer Ring duration on skill based routing

    Posted 02-06-2025 10:53
    No replies, thread closed.

    I am using skill based routing and I set it up as standard in the Routing method. It looks like it rings only once and goes to the next agent. So, I changed it to the following settings changing it to Bullseye and made it as shown below: Is this correct? How would I set it up such that it rings for longer duration even though it is being routed based on skills.

    1. Route to all agents in queue, based on selected evaluation method.
    Evaluation Method
    <slot name="input"></slot><slot name="input"></slot>
    <slot name="label"></slot><slot name="label"></slot>
    <slot name="input"></slot><slot name="input"></slot>
    <slot name="label"></slot><slot name="label"></slot>
    <slot name="input"></slot><slot name="input"></slot>
    <slot name="label"></slot><slot name="label"></slot>

    Route interactions in the queue by evaluating a 'score' to determine which interaction should be pushed to an agent next:
    <slot name="input"></slot><slot name="input"></slot>
    <slot name="label"></slot><slot name="label"></slot>
    <slot name="input"></slot><slot name="input"></slot>
    <slot name="label"></slot><slot name="label"></slot>
    <slot>Bullseye Routing</slot>
    <slot name="popup"></slot>
    <slot></slot>
    <slot name="popup"></slot>

    Route customer interactions to agents based on bullseye routing rings. Create up to 6 rings that each, after a set time, expand the selection pool, optionally removing requested skills. The selection pool automatically includes preferred agents, regardless of skills.

    Route to the following rings:

    Time IntervalSkills to remove on exit
    1. <slot name="label"></slot><slot name="label"></slot>
      <slot name="input"></slot><slot name="input"></slot>
      <slot name="label"></slot><slot name="label"></slot>
      <slot name="input"></slot><slot name="input"></slot>
    3. Route to all agents in queue, based on selected evaluation method.
    Evaluation Method
    <slot name="input"></slot><slot name="input"></slot>
    <slot name="label"></slot><slot name="label"></slot>
    <slot name="input"></slot><slot name="input"></slot>
    <slot name="label"></slot><slot name="label"></slot>
    <slot name="input"></slot><slot name="input"></slot>
    <slot name="label"></slot><slot name="label"></slot>

    #SystemAdministration

    ------------------------------
    John Francis
    NA
    ------------------------------


  • 2.  RE: Longer Ring duration on skill based routing

    Posted 02-06-2025 12:10
    No replies, thread closed.

    Hi John,

    Just clarifying, when you say it rings at the agent once and then goes to the next agent, is it putting the agent into not responding?



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Longer Ring duration on skill based routing
    Best Answer

    Posted 02-17-2025 11:04
    Edited by Samuel Jillard 02-26-2025 12:07
    No replies, thread closed.

    Hi @John Francis,

    Did you manage to resolve this issue?

    It is hard for us to offer an answer without additional context.  Hope you managed to resolve the issue. Here is a possible resource center article that may help: https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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