Genesys Cloud - Main

Hi All, Is there a solution for the following case: We have waiting interactions in a queue, e.g. for an overflow. These interactions can bring various ACD skills. If an agent goes into the queue and has the exact matching ACD skill set to a waiting call, he should get it. Even if it is not the longest waiting call. Olny if there is no exactly matching call in the queue, the agent should receive the next best matching longest waiting call.
#Routing(ACD/IVR)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

For standard routing Best Available Skills and All Skills Matching both require the agent to have ALL the skills for that call.
With one of these sets, if the longest waiting call requires Skill A but the agent available doesn't have Skill A they won't get the call, they will only get calls they are skilled for. 

If that doesn't do what you want, then sounds like maybe you are after bullseye routing, which lets you remove skills after the call has waited an x amount of time, to increase the pool of agents that are eligible for that call.

------------------------------
Anton Vroon
------------------------------

Original Message:
Sent: 05-02-2022 08:26
From: Thomas Repking
Subject: Overflow

Hi All, Is there a solution for the following case: We have waiting interactions in a queue, e.g. for an overflow. These interactions can bring various ACD skills. If an agent goes into the queue and has the exact matching ACD skill set to a waiting call, he should get it. Even if it is not the longest waiting call. Olny if there is no exactly matching call in the queue, the agent should receive the next best matching longest waiting call.
#Routing(ACD/IVR)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Thanks Anton, but none of the routing methods can handle my use case. It is a function that our old AVAYA ACD provided and that we sorely miss in Genesys. So I hope someone with a similar use case has found a solution.

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Original Message:
Sent: 05-02-2022 18:55
From: Anton Vroon
Subject: Overflow

For standard routing Best Available Skills and All Skills Matching both require the agent to have ALL the skills for that call.
With one of these sets, if the longest waiting call requires Skill A but the agent available doesn't have Skill A they won't get the call, they will only get calls they are skilled for.

If that doesn't do what you want, then sounds like maybe you are after bullseye routing, which lets you remove skills after the call has waited an x amount of time, to increase the pool of agents that are eligible for that call.

------------------------------
Anton Vroon

Original Message:
Sent: 05-02-2022 08:26
From: Thomas Repking
Subject: Overflow

Hi All, Is there a solution for the following case: We have waiting interactions in a queue, e.g. for an overflow. These interactions can bring various ACD skills. If an agent goes into the queue and has the exact matching ACD skill set to a waiting call, he should get it. Even if it is not the longest waiting call. Olny if there is no exactly matching call in the queue, the agent should receive the next best matching longest waiting call.
#Routing(ACD/IVR)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Thomas - is there a certain amount of time you'd like to look for the 'best' agent or should it be basically an immediate decision - if there are no agents with the exact matching skills to any waiting conversation, connect the longest waiting in queue?

Are the skills coming into this queue consistent?  If so, you could probably use bullseye routing.  Set the first ring two 2 seconds (our minimum duration for a ring) and then create a rule that strips off all the other skills.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 05-03-2022 03:49
From: Thomas Repking
Subject: Overflow

Thanks Anton, but none of the routing methods can handle my use case. It is a function that our old AVAYA ACD provided and that we sorely miss in Genesys. So I hope someone with a similar use case has found a solution.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 05-02-2022 18:55
From: Anton Vroon
Subject: Overflow

For standard routing Best Available Skills and All Skills Matching both require the agent to have ALL the skills for that call.
With one of these sets, if the longest waiting call requires Skill A but the agent available doesn't have Skill A they won't get the call, they will only get calls they are skilled for.

If that doesn't do what you want, then sounds like maybe you are after bullseye routing, which lets you remove skills after the call has waited an x amount of time, to increase the pool of agents that are eligible for that call.

------------------------------
Anton Vroon

Original Message:
Sent: 05-02-2022 08:26
From: Thomas Repking
Subject: Overflow

Hi All, Is there a solution for the following case: We have waiting interactions in a queue, e.g. for an overflow. These interactions can bring various ACD skills. If an agent goes into the queue and has the exact matching ACD skill set to a waiting call, he should get it. Even if it is not the longest waiting call. Olny if there is no exactly matching call in the queue, the agent should receive the next best matching longest waiting call.
#Routing(ACD/IVR)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Hi Chris and Thomas,

This is really about call (or interaction) selection rather than agent selection.

Elite does not have a multi-skill approach, it is queue based with a skill level. When an agent is set to skills based call selection and a two or more calls are queuing then the order is : calls matching the agents highest skills, then priority of those calls (fixed Low, Medium, High, Top) then Longest Waiting.

e.g. 

In Avaya Elite

Agent has Skill 1 at Level 1(highest) and skill 2 at Level 6

Call A Skill 1 Priority Low, Waiting 2 minutes
Call B Skill 2 Priority High Waiting 5 minutes

In this scenario Call A would be selected first as the order is highest skill before priority.

This would feel more like reviewing Predictive Routing which is actually using more granular data.

------------------------------
Richard Chandler
Connect
------------------------------

Original Message:
Sent: 05-03-2022 07:56
From: Chris Bohlin
Subject: Overflow

Thomas - is there a certain amount of time you'd like to look for the 'best' agent or should it be basically an immediate decision - if there are no agents with the exact matching skills to any waiting conversation, connect the longest waiting in queue?

Are the skills coming into this queue consistent?  If so, you could probably use bullseye routing.  Set the first ring two 2 seconds (our minimum duration for a ring) and then create a rule that strips off all the other skills.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 05-03-2022 03:49
From: Thomas Repking
Subject: Overflow

Thanks Anton, but none of the routing methods can handle my use case. It is a function that our old AVAYA ACD provided and that we sorely miss in Genesys. So I hope someone with a similar use case has found a solution.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 05-02-2022 18:55
From: Anton Vroon
Subject: Overflow

For standard routing Best Available Skills and All Skills Matching both require the agent to have ALL the skills for that call.
With one of these sets, if the longest waiting call requires Skill A but the agent available doesn't have Skill A they won't get the call, they will only get calls they are skilled for.

If that doesn't do what you want, then sounds like maybe you are after bullseye routing, which lets you remove skills after the call has waited an x amount of time, to increase the pool of agents that are eligible for that call.

------------------------------
Anton Vroon

Original Message:
Sent: 05-02-2022 08:26
From: Thomas Repking
Subject: Overflow

Hi All, Is there a solution for the following case: We have waiting interactions in a queue, e.g. for an overflow. These interactions can bring various ACD skills. If an agent goes into the queue and has the exact matching ACD skill set to a waiting call, he should get it. Even if it is not the longest waiting call. Olny if there is no exactly matching call in the queue, the agent should receive the next best matching longest waiting call.
#Routing(ACD/IVR)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Your point on Predictive Routing is very relevant Richard.

Today, Predictive Routing only prioritises agents for an interaction, but we're working on how to flip that, and prioritise interactions for an agent in customer surplus situations.  The general aim is similar in intent to what you're describing, i.e. to prioritise 'best' interactions over 'longest waiting' - with some guard rails to make sure interactions don't wait forever.

The way we're currently thinking about this: Interactions for which the agent is predicted to perform well, we'd 'bump up the list', similar to how Priority works.  And also similar to Priority, eventually time in queue will become more important so that interactions don't spend too long in queue. 

This is not as prescriptive as what you're describing, but the advantage with predictive is that rather than looking at skills to decide who's best suited, it uses data from the system (including but not limited to skills) to decide which agent/interaction match is going to produce the best outcome.

------------------------------
David Farrell
Genesys - Employees
------------------------------

Original Message:
Sent: 05-04-2022 04:23
From: Richard Chandler
Subject: Overflow

Hi Chris and Thomas,

This is really about call (or interaction) selection rather than agent selection.

Elite does not have a multi-skill approach, it is queue based with a skill level. When an agent is set to skills based call selection and a two or more calls are queuing then the order is : calls matching the agents highest skills, then priority of those calls (fixed Low, Medium, High, Top) then Longest Waiting.

e.g.

In Avaya Elite

Agent has Skill 1 at Level 1(highest) and skill 2 at Level 6

Call A Skill 1 Priority Low, Waiting 2 minutes
Call B Skill 2 Priority High Waiting 5 minutes

In this scenario Call A would be selected first as the order is highest skill before priority.

This would feel more like reviewing Predictive Routing which is actually using more granular data.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 05-03-2022 07:56
From: Chris Bohlin
Subject: Overflow

Thomas - is there a certain amount of time you'd like to look for the 'best' agent or should it be basically an immediate decision - if there are no agents with the exact matching skills to any waiting conversation, connect the longest waiting in queue?

Are the skills coming into this queue consistent?  If so, you could probably use bullseye routing.  Set the first ring two 2 seconds (our minimum duration for a ring) and then create a rule that strips off all the other skills.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 05-03-2022 03:49
From: Thomas Repking
Subject: Overflow

Thanks Anton, but none of the routing methods can handle my use case. It is a function that our old AVAYA ACD provided and that we sorely miss in Genesys. So I hope someone with a similar use case has found a solution.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 05-02-2022 18:55
From: Anton Vroon
Subject: Overflow

For standard routing Best Available Skills and All Skills Matching both require the agent to have ALL the skills for that call.
With one of these sets, if the longest waiting call requires Skill A but the agent available doesn't have Skill A they won't get the call, they will only get calls they are skilled for.

If that doesn't do what you want, then sounds like maybe you are after bullseye routing, which lets you remove skills after the call has waited an x amount of time, to increase the pool of agents that are eligible for that call.

------------------------------
Anton Vroon

Original Message:
Sent: 05-02-2022 08:26
From: Thomas Repking
Subject: Overflow

Hi All, Is there a solution for the following case: We have waiting interactions in a queue, e.g. for an overflow. These interactions can bring various ACD skills. If an agent goes into the queue and has the exact matching ACD skill set to a waiting call, he should get it. Even if it is not the longest waiting call. Olny if there is no exactly matching call in the queue, the agent should receive the next best matching longest waiting call.
#Routing(ACD/IVR)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Thank You for Your answers, so I take it as to there is not short term solution.

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Original Message:
Sent: 05-04-2022 11:47
From: David Farrell
Subject: Overflow

Your point on Predictive Routing is very relevant Richard.

Today, Predictive Routing only prioritises agents for an interaction, but we're working on how to flip that, and prioritise interactions for an agent in customer surplus situations.  The general aim is similar in intent to what you're describing, i.e. to prioritise 'best' interactions over 'longest waiting' - with some guard rails to make sure interactions don't wait forever.

The way we're currently thinking about this: Interactions for which the agent is predicted to perform well, we'd 'bump up the list', similar to how Priority works.  And also similar to Priority, eventually time in queue will become more important so that interactions don't spend too long in queue.

This is not as prescriptive as what you're describing, but the advantage with predictive is that rather than looking at skills to decide who's best suited, it uses data from the system (including but not limited to skills) to decide which agent/interaction match is going to produce the best outcome.

------------------------------
David Farrell
Genesys - Employees

Original Message:
Sent: 05-04-2022 04:23
From: Richard Chandler
Subject: Overflow

Hi Chris and Thomas,

This is really about call (or interaction) selection rather than agent selection.

Elite does not have a multi-skill approach, it is queue based with a skill level. When an agent is set to skills based call selection and a two or more calls are queuing then the order is : calls matching the agents highest skills, then priority of those calls (fixed Low, Medium, High, Top) then Longest Waiting.

e.g.

In Avaya Elite

Agent has Skill 1 at Level 1(highest) and skill 2 at Level 6

Call A Skill 1 Priority Low, Waiting 2 minutes
Call B Skill 2 Priority High Waiting 5 minutes

In this scenario Call A would be selected first as the order is highest skill before priority.

This would feel more like reviewing Predictive Routing which is actually using more granular data.

------------------------------
Richard Chandler
Connect

Original Message:
Sent: 05-03-2022 07:56
From: Chris Bohlin
Subject: Overflow

Thomas - is there a certain amount of time you'd like to look for the 'best' agent or should it be basically an immediate decision - if there are no agents with the exact matching skills to any waiting conversation, connect the longest waiting in queue?

Are the skills coming into this queue consistent?  If so, you could probably use bullseye routing.  Set the first ring two 2 seconds (our minimum duration for a ring) and then create a rule that strips off all the other skills.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 05-03-2022 03:49
From: Thomas Repking
Subject: Overflow

Thanks Anton, but none of the routing methods can handle my use case. It is a function that our old AVAYA ACD provided and that we sorely miss in Genesys. So I hope someone with a similar use case has found a solution.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 05-02-2022 18:55
From: Anton Vroon
Subject: Overflow

For standard routing Best Available Skills and All Skills Matching both require the agent to have ALL the skills for that call.
With one of these sets, if the longest waiting call requires Skill A but the agent available doesn't have Skill A they won't get the call, they will only get calls they are skilled for.

If that doesn't do what you want, then sounds like maybe you are after bullseye routing, which lets you remove skills after the call has waited an x amount of time, to increase the pool of agents that are eligible for that call.

------------------------------
Anton Vroon

Original Message:
Sent: 05-02-2022 08:26
From: Thomas Repking
Subject: Overflow

Hi All, Is there a solution for the following case: We have waiting interactions in a queue, e.g. for an overflow. These interactions can bring various ACD skills. If an agent goes into the queue and has the exact matching ACD skill set to a waiting call, he should get it. Even if it is not the longest waiting call. Olny if there is no exactly matching call in the queue, the agent should receive the next best matching longest waiting call.
#Routing(ACD/IVR)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Hi Chris, It should be an immediate decision and bullseye routing does not solve it. We use bullseye routing and it works fine in times when we do not have peaks that last too long. I´m looking for a solution for the situation when we have too many calls to get them done without extraordinary long waiting times. At the moment bullseye can´t figure out what I want, beause it removes skills and means that if waiting calls build up, I get the longest waiting call once some skills had been removed.

What I want to achieve is: From the View of an Agent, if in the overflow there is a waiting call that was originally in "my" queue (so to say matched exactly my set of skills), I should get it, even if it is not the longest waiting call. Otherwise get the next longest waiting call.

Just saw Your Answer @Richard Chandler after I clicked on "send". Your describing exactly what I want :-)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------

Original Message:
Sent: 05-03-2022 07:56
From: Chris Bohlin
Subject: Overflow

Thomas - is there a certain amount of time you'd like to look for the 'best' agent or should it be basically an immediate decision - if there are no agents with the exact matching skills to any waiting conversation, connect the longest waiting in queue?

Are the skills coming into this queue consistent?  If so, you could probably use bullseye routing.  Set the first ring two 2 seconds (our minimum duration for a ring) and then create a rule that strips off all the other skills.

Let us know.

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 05-03-2022 03:49
From: Thomas Repking
Subject: Overflow

Thanks Anton, but none of the routing methods can handle my use case. It is a function that our old AVAYA ACD provided and that we sorely miss in Genesys. So I hope someone with a similar use case has found a solution.

------------------------------
Thomas Repking
Canada Life Group Services Limited

Original Message:
Sent: 05-02-2022 18:55
From: Anton Vroon
Subject: Overflow

For standard routing Best Available Skills and All Skills Matching both require the agent to have ALL the skills for that call.
With one of these sets, if the longest waiting call requires Skill A but the agent available doesn't have Skill A they won't get the call, they will only get calls they are skilled for.

If that doesn't do what you want, then sounds like maybe you are after bullseye routing, which lets you remove skills after the call has waited an x amount of time, to increase the pool of agents that are eligible for that call.

------------------------------
Anton Vroon

Original Message:
Sent: 05-02-2022 08:26
From: Thomas Repking
Subject: Overflow

Hi All, Is there a solution for the following case: We have waiting interactions in a queue, e.g. for an overflow. These interactions can bring various ACD skills. If an agent goes into the queue and has the exact matching ACD skill set to a waiting call, he should get it. Even if it is not the longest waiting call. Olny if there is no exactly matching call in the queue, the agent should receive the next best matching longest waiting call.
#Routing(ACD/IVR)

------------------------------
Thomas Repking
Canada Life Group Services Limited
------------------------------
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