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  • 1.  Managing agents in a queue to prioritize who gets calls

    Posted 04-16-2025 07:55
    No replies, thread closed.

    Good morning,


    We have a queue with less than 10 agents.  We have tier 1, tier 2 and tier 3.  I am trying to figure out the best way to route calls to tier 1 first, then tier 2, then if no one picks up tier 3 before it goes to voicemail.  This is a helpdesk queue where most of the calls are transferred into the queue from within our organization.

    I am new to this and would appreciate any ideas to explore.

    Thank you,


    #Routing(ACD/IVR)

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    Anna Kirkup
    Tower Hill Insurance
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  • 2.  RE: Managing agents in a queue to prioritize who gets calls
    Best Answer

    Posted 04-16-2025 09:01
    No replies, thread closed.

    Hi Anna, 

    Yes, Bullseye Routing in Genesys Cloud can help with what you are looking for.

    You can route calls through multiple tiers of agents (e.g., Tier 1 → Tier 2 → Tier 3) 

    Learn more:
    Bullseye routing overview
    Add a Voicemail Action to a Call Flow



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    Phaneendra
    Technical Solutions Consultant
    Monash University
    Australia
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  • 3.  RE: Managing agents in a queue to prioritize who gets calls

    Posted 04-17-2025 12:47
    Edited by Anna Kirkup 04-17-2025 12:48
    No replies, thread closed.

    Thank you so much for all of the replies.



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    Anna Kirkup
    na
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    Original Message


  • 4.  RE: Managing agents in a queue to prioritize who gets calls

    Posted 04-17-2025 02:53
    No replies, thread closed.

    Why not just a simple ACD skill.  This would look for agents with proficiency first 5 > 4 > 3

    Tier 1 Proficiency 5

    Tier 2 Proficiency 4

    Tier 3 Proficiency 3

    Then if it hits the in-queue flow send it to voicemail after a small period of time 

    Bullseye removes people so it starts with a big pool and narrows down - as in bullseye

    Andy



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    Andy Jackson
    Senior Unified Communications Engineer
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  • 5.  RE: Managing agents in a queue to prioritize who gets calls

    Posted 04-17-2025 09:21
    No replies, thread closed.

    Hey Andy,

    I think you might have that backwards with your last sentence. With Bullseye Routing, you start with a small set of specifically skilled agents in the center of the pool, and then gradually relax the requirements as you include more and more agents who could handle an incoming interaction.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 6.  RE: Managing agents in a queue to prioritize who gets calls

    Posted 04-17-2025 12:50
    No replies, thread closed.

    Thank you for your reply.  I need to add that we are trying to do this for direct from queue transfers which will bypass the skill tagging.



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    Anna Kirkup
    na
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    Original Message


  • 7.  RE: Managing agents in a queue to prioritize who gets calls

    Posted 04-17-2025 03:16
    No replies, thread closed.

    I've implemented something like this myself for our Help Desk and like Andy suggested, using skills and star rating for each tier, works pretty well.

    If your calls are being transferred from another queue, I'd make sure that you have a skill set for this.  Some orgs are setup to strip skills on transfers, so on your In-Queue flow for the Queue, you might need to set the desired skill otherwise what you're hoping to achieve might not work as intended.



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    Robert Niblock
    Contact Centre Technology Analyst
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