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/
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 02-06-2025 12:10
From: Samuel Jillard
Subject: Longer Ring duration on skill based routing
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?
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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
Original Message:
Sent: 02-06-2025 10:52
From: John Francis
Subject: Longer Ring duration on skill based routing
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.
- Route to all agents in queue, based on selected evaluation method.
Route interactions in the queue by evaluating a 'score' to determine which interaction should be pushed to an agent next:
<slot>Bullseye Routing</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:
-
-
- Route to all agents in queue, based on selected evaluation method.
#SystemAdministration
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John Francis
NA
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