Genesys Cloud - Main

Good afternoon
We just launched a new domain in the UK and their call flow is very simplistic. Only 5 skills and 10 agents. We are not utilizing bullseye routing but gave all agent all skills. We did vary on priority per skill per agent in an attempt to direct calls to specific agents.

Currently calls are not delivering in the intended manner. We have calls arrive and get delivered to the lower priority agent even though both agents are available and on queue.

Any idea why the priority settings on skills is not delivering the calls in the intended manner? Any suggestions or feedback would be greatly appreciated.

Thanks
Ray Richardson
Werner Co.

#Routing(ACD/IVR)

------------------------------
Ray Richardson
Werner
------------------------------

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Hi. ​"if an agent has been idle long enough "
Where is it possible to configure this delay?

------------------------------
Benjamin Thominet
Orange Business Services S.A.
------------------------------

Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

I had a comment back from our Product Management team:

"To the question about 'where can we adjust this number' - today, you cannot.  'Longest Time Since Last Interaction' is our default routing method.  While in a vacuum it may seem to unfairly route to one agent over another - if you look over time you will see a more even distribution of interactions based on this and it is why we have made it our default routing logic."

@Bob Shappell Yeah, it is a score calculation rather than a series of decisions, so the score always factors in the time since an agent last handled an interaction.​

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-20-2019 03:39
From: Benjamin Thominet
Subject: New Domain Skill Priorities Not Working

Hi. ​"if an agent has been idle long enough "
Where is it possible to configure this delay?

------------------------------
Benjamin Thominet
Orange Business Services S.A.
------------------------------


Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

​Ok, this is very interesting, and important to understand precisely... But we should be able to know how the score calculation is done. Is the formula documented anywhere?

------------------------------
Benjamin Thominet
Orange Business Services S.A.
------------------------------

Original Message:
Sent: 08-20-2019 09:40
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

I had a comment back from our Product Management team:

"To the question about 'where can we adjust this number' - today, you cannot.  'Longest Time Since Last Interaction' is our default routing method.  While in a vacuum it may seem to unfairly route to one agent over another - if you look over time you will see a more even distribution of interactions based on this and it is why we have made it our default routing logic."

@Bob Shappell Yeah, it is a score calculation rather than a series of decisions, so the score always factors in the time since an agent last handled an interaction.​

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 08-20-2019 03:39
From: Benjamin Thominet
Subject: New Domain Skill Priorities Not Working

Hi. ​"if an agent has been idle long enough "
Where is it possible to configure this delay?

------------------------------
Benjamin Thominet
Orange Business Services S.A.


Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

No, they don't have the full calculation documented for public consumption. It's way more complicated than the simple explanation put in the Resource Center.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-21-2019 03:53
From: Benjamin Thominet
Subject: New Domain Skill Priorities Not Working

​Ok, this is very interesting, and important to understand precisely... But we should be able to know how the score calculation is done. Is the formula documented anywhere?

------------------------------
Benjamin Thominet
Orange Business Services S.A.
------------------------------


Original Message:
Sent: 08-20-2019 09:40
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

I had a comment back from our Product Management team:

"To the question about 'where can we adjust this number' - today, you cannot.  'Longest Time Since Last Interaction' is our default routing method.  While in a vacuum it may seem to unfairly route to one agent over another - if you look over time you will see a more even distribution of interactions based on this and it is why we have made it our default routing logic."

@Bob Shappell Yeah, it is a score calculation rather than a series of decisions, so the score always factors in the time since an agent last handled an interaction.​

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys


Original Message:
Sent: 08-20-2019 03:39
From: Benjamin Thominet
Subject: New Domain Skill Priorities Not Working

Hi. ​"if an agent has been idle long enough "
Where is it possible to configure this delay?

------------------------------
Benjamin Thominet
Orange Business Services S.A.


Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Hi George!  I was under the impression that when using Best Available Skills the agent idle time was only used in the case of a tie, i.e. two agents with the same skill proficiency are available, an interaction arrives requiring that skill, PureCloud decides which agent based on longest idle time.  Good to know that is not the case...

------------------------------
Bob Shappell
Avtex
------------------------------

Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

I entered an idea a few month ago ( https://purecloud.ideas.aha.io/ideas/CLINB-I-506 ). Looks like this has been merged with https://purecloud.ideas.aha.io/ideas/CLINB-I-296 . Please vote (not sure if the votes of merged ideas are accumulated into the main idea).

------------------------------
Sven Schiller
Kognitiv
------------------------------

Original Message:
Sent: 08-20-2019 09:27
From: Bob Shappell
Subject: New Domain Skill Priorities Not Working

Hi George!  I was under the impression that when using Best Available Skills the agent idle time was only used in the case of a tie, i.e. two agents with the same skill proficiency are available, an interaction arrives requiring that skill, PureCloud decides which agent based on longest idle time.  Good to know that is not the case...

------------------------------
Bob Shappell
Avtex
------------------------------


Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Sven
Thanks for the idea. You can only vote on the merged idea. I have do so as requested.

Ray Richardson
Werner Co.

------------------------------
Ray Richardson
Werner
------------------------------

Original Message:
Sent: 08-21-2019 10:30
From: Sven Schiller
Subject: New Domain Skill Priorities Not Working

I entered an idea a few month ago ( https://purecloud.ideas.aha.io/ideas/CLINB-I-506 ). Looks like this has been merged with https://purecloud.ideas.aha.io/ideas/CLINB-I-296 . Please vote (not sure if the votes of merged ideas are accumulated into the main idea).

------------------------------
Sven Schiller
Kognitiv
------------------------------


Original Message:
Sent: 08-20-2019 09:27
From: Bob Shappell
Subject: New Domain Skill Priorities Not Working

Hi George!  I was under the impression that when using Best Available Skills the agent idle time was only used in the case of a tie, i.e. two agents with the same skill proficiency are available, an interaction arrives requiring that skill, PureCloud decides which agent based on longest idle time.  Good to know that is not the case...

------------------------------
Bob Shappell
Avtex


Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Product Management is working on implementing that merged idea:

"[We are] working on a new routing method which will use 'Agent Presence + Time Since Last Interaction' https://purecloud.ideas.aha.io/ideas/CLINB-I-296) to effectively route calls to agents who have been 'available' the longest and will really remove the one off behaviors of routing to an agent who has not worked in the last 3 days over an agent who as been logged in since 9AM waiting to receive an interaction.  My guess is that this is what the customer would prefer."


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-21-2019 12:07
From: Ray Richardson
Subject: New Domain Skill Priorities Not Working

Sven
Thanks for the idea. You can only vote on the merged idea. I have do so as requested.

Ray Richardson
Werner Co.

------------------------------
Ray Richardson
Werner
------------------------------


Original Message:
Sent: 08-21-2019 10:30
From: Sven Schiller
Subject: New Domain Skill Priorities Not Working

I entered an idea a few month ago ( https://purecloud.ideas.aha.io/ideas/CLINB-I-506 ). Looks like this has been merged with https://purecloud.ideas.aha.io/ideas/CLINB-I-296 . Please vote (not sure if the votes of merged ideas are accumulated into the main idea).

------------------------------
Sven Schiller
Kognitiv


Original Message:
Sent: 08-20-2019 09:27
From: Bob Shappell
Subject: New Domain Skill Priorities Not Working

Hi George!  I was under the impression that when using Best Available Skills the agent idle time was only used in the case of a tie, i.e. two agents with the same skill proficiency are available, an interaction arrives requiring that skill, PureCloud decides which agent based on longest idle time.  Good to know that is not the case...

------------------------------
Bob Shappell
Avtex


Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

That is surprising, thank you for that clarification.

Just to flesh this all out...

For the Best available skills evaluation method, the Resource Center says:

Best Available Skills

ACD only considers the first 100 available agents who have all of the requested skills and the highest average proficiency rating.

PureCloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills.

Interpretation:

1. We find the top 100 agents based upon longest time since they last handled an interaction (which can be either a connect or a disconnect of an interaction)
   • Agent Score = "time since last handle in milliseconds" 
   • The system looks back a maximum of 7 days for the last handle
2. Then find the agent in that list with the highest Proficiency score. 
   • Proficiency score = "sum of the proficiencies for all skills assigned to the interaction".
   • A tie of proficiency score goes to the agent with the highest Agent Score.

The only way an agent with a higher Agent Score is selected before an agent with a higher Proficiency score is if you have more than 100 agents available and the ones with the highest Proficiency score are not in the top 100. 


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-21-2019 10:24
From: Nathan Smith
Subject: New Domain Skill Priorities Not Working

That is surprising, thank you for that clarification.

------------------------------
Nathan Smith
ConvergeOne
------------------------------


Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

So, in layman's terms, 

Basic requirements to be considered for the interaction:

1. The agent must have handled an interaction within the past week (7 days) if there are more than 100 eligible agents (eligibility defined in 2-4 below).  The top 100 with the longest time since handling an interaction are the only agents considered.  If less than 100 agents, all will be considered.
2. The agent must be an active member of the queue.
3. The agent must be in an "On-Queue" status.
4. The agent must possess all required skills asked for by the interaction.

At this point, ACD considers the proficiency scores (or sum of scores if multiple skills are required) and the agent with the highest proficiency score is selected.  If more than 1 agent have the same proficiency score, the agent with the highest time since last interaction wins the tie.

------------------------------
Bob Shappell
Avtex
------------------------------

Original Message:
Sent: 08-21-2019 15:59
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

Just to flesh this all out...

For the Best available skills evaluation method, the Resource Center says:

Best Available Skills

ACD only considers the first 100 available agents who have all of the requested skills and the highest average proficiency rating.

PureCloud evaluates the first 100 agents to find the agent with the highest average proficiency rating. The average is calculated using the agent's proficiency rating for each of the requested skills.

Interpretation:

1. We find the top 100 agents based upon longest time since they last handled an interaction (which can be either a connect or a disconnect of an interaction)
   • Agent Score = "time since last handle in milliseconds" 
   • The system looks back a maximum of 7 days for the last handle
2. Then find the agent in that list with the highest Proficiency score. 
   • Proficiency score = "sum of the proficiencies for all skills assigned to the interaction".
   • A tie of proficiency score goes to the agent with the highest Agent Score.

The only way an agent with a higher Agent Score is selected before an agent with a higher Proficiency score is if you have more than 100 agents available and the ones with the highest Proficiency score are not in the top 100.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 08-21-2019 10:24
From: Nathan Smith
Subject: New Domain Skill Priorities Not Working

That is surprising, thank you for that clarification.

------------------------------
Nathan Smith
ConvergeOne


Original Message:
Sent: 08-19-2019 13:27
From: George Ganahl
Subject: New Domain Skill Priorities Not Working

You need to choose Best Available Skills as the Evaluation Method.

Even then, ACD factors in how long it has been since an agent last handled an interaction along with the skills proficiency, so if an agent has been idle long enough that will override the proficiency.


------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys