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  • 1.  Manually assigning interactions removes agent from ACD list

    Posted yesterday

    Hi Everyone,

    A customer reported an issue where agents were not receiving calls, although they were available.
    After some investigation, we noticed it happened when an agent self-assigned an email interaction. While the agent was handling that interaction, no calls were routed to that agent.

    We raised this with Genesys Care and were told that this is expected. When an agent is manually assigned an interaction (self-assigned or by a supervisor), the agent is temporarily removed from the ACD list of available users until the interaction is wrapped up. We were also told this has always been the case.

    This is the first time we have ever heard about this, and I couldn't find any reference online about it either. Has anyone else bumped into this before?

    To me, this is an incorrect behaviour, it should still respect utilization rules.

    Let me know your thoughts.

    Cheers


    #Routing(ACD/IVR)

    ------------------------------
    Vasco Fonseca
    Service Desk Team Lead
    ------------------------------


  • 2.  RE: Manually assigning interactions removes agent from ACD list

    Posted yesterday
    Edited by Phaneendra Avatapalli yesterday

    Hi Vasco,

    This behaviour is documented here:

    https://help.genesys.cloud/articles/manually-assign-waiting-interactions/

    A few things to consider

    • Use ACD routing for emails instead of manual/self-assignment
    • Review utilisation settings across channels
    • Provide guidance to agents on the impact of manually picking up interactions

    Hope this helps and someone from the community might add more to this.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 3.  RE: Manually assigning interactions removes agent from ACD list

    Posted 22 hours ago

    Hi Phaneendra,

    Thanks for that, I did check that document earlier. And nothing there says the agent will be 'removed' from the ACD agents list, as Genesys confirmed it happens.

    Hence my question to the community if anyone has ever heard about this.



    ------------------------------
    Vasco Fonseca
    Service Desk Team Lead
    ------------------------------

    Original Message


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