Genesys Cloud - Main

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !

Hi Karl,

Here is one possible option - using Bullseye routing and ACD Skill proficiency. 

Let's assume you have 4 regions: North, East, South, and West, and each region will have its respective Queue. For each interaction routed to any of these Queues, you should request ACD Skill for the region, or in other words, you should have 4 ACD Skills, and they can be the same name as Queues: North, East, South, and West. 

Assign ACD Skills to your agents with the highest proficiency for their region. For example, the agents in the North region should be assigned the ACD Skill North with a proficiency of 5 and ACD Skills East, West, and South with a proficiency of 1. Repeat similar for the agents in all the other regions. 

For the Routing Method, use Bullseye Routing. On the 1st ring, add agents as Users or a Group for that region. On the 2nd ring, add agents from the remaining 3 regions. For example, for the Queue North on the 1st ring, configure only agents from the North region, and for the 2nd ring, configure agents from the East, West, and South regions, and so on. 

The timeout for the rings: You can configure the most suitable values based on the requirements.  

For the Evaluation Method use: Best available skills. 

Please let me know if this works :-) 

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !

Hi Karl,

Note that your preferred agent logic is done before the conversation sits on the queue.

e.g.

Agent A = 100
Agent B = 50
Agent C = 10

If a call is sitting on the queue, that conversation will route by agent score. If all 3 were unavailable and went on-queue together, Agent A will still get the call.

In your scenario:

" if the 3 agents weren't available and the call is therefore queuing for a wider audience"

If any of your 3 preferred agents goes on queue, they are still the priority agent for whatever conversation is waiting in the queue that is prioritized for THEM!

Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)


I hope this helps Karl. Test is and let me know.

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !

Hi Niel

Appreciate the reply, thank you!

I thought that would be the case, RE if the Pref Agent becomes "On Queue" while the interaction (that was targeted for them originally) is in Queue. 

However it doesn't seem to work that way?

I have 2 agents, both assigned to North and South Queues, both with North and South Skills.  Agent 1 is Pref Agent for North, and Agent 2 is Pref Agent for South

These agents should be able to pick up either call, however 1) Pref Agent should be targeted first and foremost and 2) if while in queue, the Pref Agent becomes available, they should be offered their "Regional" call over a potential older call that is in queue, which isn't for their region (if that makes sense)

I keep both off queue.  I put a call into North Queue, leave that in queue for a while and then put a call into South Queue.

When I put Agent 2 (South Pref Agent) on Queue, that agent gets offered the North call which is the older call in the queue.

So it doesn't seem to prioritise the Pref Agent, once the call has gone into Queue.  I tried increasing the rule for how long Pref agents are targeted for, to 1 hour.  But that then stops the other "Non Pref Agent" from getting the call (for an hour)

I have Queues set to Pref Agent routing and can see the Pref Agent ID in the interaction, so i know that part is working?

Hi Karl,

Note that your preferred agent logic is done before the conversation sits on the queue.

e.g.

Agent A = 100
Agent B = 50
Agent C = 10

If a call is sitting on the queue, that conversation will route by agent score. If all 3 were unavailable and went on-queue together, Agent A will still get the call.

In your scenario:

" if the 3 agents weren't available and the call is therefore queuing for a wider audience"

If any of your 3 preferred agents goes on queue, they are still the priority agent for whatever conversation is waiting in the queue that is prioritized for THEM!

Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)


I hope this helps Karl. Test is and let me know.

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !

Hi Karl,

This is where call priority comes in. A call's priority increases as it stays in the queue so in this scenario:

Agent A score
North queue = 50
South queue = 100

North call = 30 min in queue
Sout call = 1 min in queue

Since North call must route first to an available agent, Agent A will get this call even though he has a lower score for that.

You may be hitting this scenario.

Call priority is at the top of the food chain no matter the agent score. 

Hi Niel

Appreciate the reply, thank you!

I thought that would be the case, RE if the Pref Agent becomes "On Queue" while the interaction (that was targeted for them originally) is in Queue. 

However it doesn't seem to work that way?

I have 2 agents, both assigned to North and South Queues, both with North and South Skills.  Agent 1 is Pref Agent for North, and Agent 2 is Pref Agent for South

These agents should be able to pick up either call, however 1) Pref Agent should be targeted first and foremost and 2) if while in queue, the Pref Agent becomes available, they should be offered their "Regional" call over a potential older call that is in queue, which isn't for their region (if that makes sense)

I keep both off queue.  I put a call into North Queue, leave that in queue for a while and then put a call into South Queue.

When I put Agent 2 (South Pref Agent) on Queue, that agent gets offered the North call which is the older call in the queue.

So it doesn't seem to prioritise the Pref Agent, once the call has gone into Queue.  I tried increasing the rule for how long Pref agents are targeted for, to 1 hour.  But that then stops the other "Non Pref Agent" from getting the call (for an hour)

I have Queues set to Pref Agent routing and can see the Pref Agent ID in the interaction, so i know that part is working?

Hi Karl,

Note that your preferred agent logic is done before the conversation sits on the queue.

e.g.

Agent A = 100
Agent B = 50
Agent C = 10

If a call is sitting on the queue, that conversation will route by agent score. If all 3 were unavailable and went on-queue together, Agent A will still get the call.

In your scenario:

" if the 3 agents weren't available and the call is therefore queuing for a wider audience"

If any of your 3 preferred agents goes on queue, they are still the priority agent for whatever conversation is waiting in the queue that is prioritized for THEM!

Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)


I hope this helps Karl. Test is and let me know.

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !

Yeah thats exactly the scenario we are hitting and you are right, i think the fact its in queue longer is just (quite rightly) pushing it through first

I've raised a case to Genesys to get some exact wording on that, but thanks Niel, really appreciate your time

Hi Karl,

This is where call priority comes in. A call's priority increases as it stays in the queue so in this scenario:

Agent A score
North queue = 50
South queue = 100

North call = 30 min in queue
Sout call = 1 min in queue

Since North call must route first to an available agent, Agent A will get this call even though he has a lower score for that.

You may be hitting this scenario.

Call priority is at the top of the food chain no matter the agent score. 

Hi Niel

Appreciate the reply, thank you!

I thought that would be the case, RE if the Pref Agent becomes "On Queue" while the interaction (that was targeted for them originally) is in Queue. 

However it doesn't seem to work that way?

I have 2 agents, both assigned to North and South Queues, both with North and South Skills.  Agent 1 is Pref Agent for North, and Agent 2 is Pref Agent for South

These agents should be able to pick up either call, however 1) Pref Agent should be targeted first and foremost and 2) if while in queue, the Pref Agent becomes available, they should be offered their "Regional" call over a potential older call that is in queue, which isn't for their region (if that makes sense)

I keep both off queue.  I put a call into North Queue, leave that in queue for a while and then put a call into South Queue.

When I put Agent 2 (South Pref Agent) on Queue, that agent gets offered the North call which is the older call in the queue.

So it doesn't seem to prioritise the Pref Agent, once the call has gone into Queue.  I tried increasing the rule for how long Pref agents are targeted for, to 1 hour.  But that then stops the other "Non Pref Agent" from getting the call (for an hour)

I have Queues set to Pref Agent routing and can see the Pref Agent ID in the interaction, so i know that part is working?

Hi Karl,

Note that your preferred agent logic is done before the conversation sits on the queue.

e.g.

Agent A = 100
Agent B = 50
Agent C = 10

If a call is sitting on the queue, that conversation will route by agent score. If all 3 were unavailable and went on-queue together, Agent A will still get the call.

In your scenario:

" if the 3 agents weren't available and the call is therefore queuing for a wider audience"

If any of your 3 preferred agents goes on queue, they are still the priority agent for whatever conversation is waiting in the queue that is prioritized for THEM!

Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)


I hope this helps Karl. Test is and let me know.

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !

Please see this idea on Aha!

PureConnect allowed for skill proficiency to be considered when choosing between Interactions to give to an Agent (in the scenario where you have more Interactions than Agents, so a queue, and an Agent becomes available.) Unfortunately, currently Genesys Cloud does not (other than making sure the Agent has any necessary skills) so the only way to prioritize is to use Preferred Agent / Bullseye etc. however that means that if the "more desirable" agent is on queue but busy, the Interaction won't immediately route to another Agent who may be available. (Which may be what you want.)

Anyway, feel free to go and give the Idea some love...

Yeah thats exactly the scenario we are hitting and you are right, i think the fact its in queue longer is just (quite rightly) pushing it through first

I've raised a case to Genesys to get some exact wording on that, but thanks Niel, really appreciate your time

Hi Karl,

This is where call priority comes in. A call's priority increases as it stays in the queue so in this scenario:

Agent A score
North queue = 50
South queue = 100

North call = 30 min in queue
Sout call = 1 min in queue

Since North call must route first to an available agent, Agent A will get this call even though he has a lower score for that.

You may be hitting this scenario.

Call priority is at the top of the food chain no matter the agent score. 

Hi Niel

Appreciate the reply, thank you!

I thought that would be the case, RE if the Pref Agent becomes "On Queue" while the interaction (that was targeted for them originally) is in Queue. 

However it doesn't seem to work that way?

I have 2 agents, both assigned to North and South Queues, both with North and South Skills.  Agent 1 is Pref Agent for North, and Agent 2 is Pref Agent for South

These agents should be able to pick up either call, however 1) Pref Agent should be targeted first and foremost and 2) if while in queue, the Pref Agent becomes available, they should be offered their "Regional" call over a potential older call that is in queue, which isn't for their region (if that makes sense)

I keep both off queue.  I put a call into North Queue, leave that in queue for a while and then put a call into South Queue.

When I put Agent 2 (South Pref Agent) on Queue, that agent gets offered the North call which is the older call in the queue.

So it doesn't seem to prioritise the Pref Agent, once the call has gone into Queue.  I tried increasing the rule for how long Pref agents are targeted for, to 1 hour.  But that then stops the other "Non Pref Agent" from getting the call (for an hour)

I have Queues set to Pref Agent routing and can see the Pref Agent ID in the interaction, so i know that part is working?

Hi Karl,

Note that your preferred agent logic is done before the conversation sits on the queue.

e.g.

Agent A = 100
Agent B = 50
Agent C = 10

If a call is sitting on the queue, that conversation will route by agent score. If all 3 were unavailable and went on-queue together, Agent A will still get the call.

In your scenario:

" if the 3 agents weren't available and the call is therefore queuing for a wider audience"

If any of your 3 preferred agents goes on queue, they are still the priority agent for whatever conversation is waiting in the queue that is prioritized for THEM!

Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)


I hope this helps Karl. Test is and let me know.

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !

Hi Paul

Thanks for the reply.  I did see some older posts from people saying it could be done, but on PureConnect.  Was trying to find out how it could be done on Cloud, but it seemed not possible and your reply has confirmed that.  So thank you.

I've explained to our customer that we can ringfence "new" calls to these Preferred "Patch" agents by using Pref Agent Routing, or just by giving them (them only) a "Region Patch" skill and allow the call to "look" for them for 1 min, before opening the call up to a wider audience using a "General Patch" Skill.  I've also increased call priority on the Initial Patch Skilled call, and drop it back to 0 when it re-skills to General.  (Which at least means if they become available during that 1 minute, they get offered the Region Patch call, over any "Other Patch" calls that might be queueing with General Skill.

But what i cant seem to achieve, is ensuring that if the Pref Agent becomes available when the call has re-skilled, and there are X amount of calls in the queue, that they are then offered their own Patch call first, over any others with the General skill in "Other Patch" queues.  Because as you say, its then more so considering the wait time, rather than just an Agent Priority.

I have voted on that idea and also commented that BT would also like to see such a feature available

Please see this idea on Aha!

PureConnect allowed for skill proficiency to be considered when choosing between Interactions to give to an Agent (in the scenario where you have more Interactions than Agents, so a queue, and an Agent becomes available.) Unfortunately, currently Genesys Cloud does not (other than making sure the Agent has any necessary skills) so the only way to prioritize is to use Preferred Agent / Bullseye etc. however that means that if the "more desirable" agent is on queue but busy, the Interaction won't immediately route to another Agent who may be available. (Which may be what you want.)

Anyway, feel free to go and give the Idea some love...

Yeah thats exactly the scenario we are hitting and you are right, i think the fact its in queue longer is just (quite rightly) pushing it through first

I've raised a case to Genesys to get some exact wording on that, but thanks Niel, really appreciate your time

Hi Karl,

This is where call priority comes in. A call's priority increases as it stays in the queue so in this scenario:

Agent A score
North queue = 50
South queue = 100

North call = 30 min in queue
Sout call = 1 min in queue

Since North call must route first to an available agent, Agent A will get this call even though he has a lower score for that.

You may be hitting this scenario.

Call priority is at the top of the food chain no matter the agent score. 

Hi Niel

Appreciate the reply, thank you!

I thought that would be the case, RE if the Pref Agent becomes "On Queue" while the interaction (that was targeted for them originally) is in Queue. 

However it doesn't seem to work that way?

I have 2 agents, both assigned to North and South Queues, both with North and South Skills.  Agent 1 is Pref Agent for North, and Agent 2 is Pref Agent for South

These agents should be able to pick up either call, however 1) Pref Agent should be targeted first and foremost and 2) if while in queue, the Pref Agent becomes available, they should be offered their "Regional" call over a potential older call that is in queue, which isn't for their region (if that makes sense)

I keep both off queue.  I put a call into North Queue, leave that in queue for a while and then put a call into South Queue.

When I put Agent 2 (South Pref Agent) on Queue, that agent gets offered the North call which is the older call in the queue.

So it doesn't seem to prioritise the Pref Agent, once the call has gone into Queue.  I tried increasing the rule for how long Pref agents are targeted for, to 1 hour.  But that then stops the other "Non Pref Agent" from getting the call (for an hour)

I have Queues set to Pref Agent routing and can see the Pref Agent ID in the interaction, so i know that part is working?

Hi Karl,

Note that your preferred agent logic is done before the conversation sits on the queue.

e.g.

Agent A = 100
Agent B = 50
Agent C = 10

If a call is sitting on the queue, that conversation will route by agent score. If all 3 were unavailable and went on-queue together, Agent A will still get the call.

In your scenario:

" if the 3 agents weren't available and the call is therefore queuing for a wider audience"

If any of your 3 preferred agents goes on queue, they are still the priority agent for whatever conversation is waiting in the queue that is prioritized for THEM!

Transfer to ACD action - Genesys Cloud Resource Center (mypurecloud.com)


I hope this helps Karl. Test is and let me know.

Hello All

I am trying to figure out the best way of the following routing ask...

Customer will have 4 regional queues.  These queues will have 2 or 3 preferred agents, who they want to target first.

If those agents aren't available, then the call should open up to the wider team. These agents should also, be able to take calls from other queues, but only when there are none in their own queues.

The above i appreciate can be done with Pref Agent logic, or even by using simple reskilling.

What i am getting a bit stuck with is... the customer also wants it so that if the 3 agents weren't available and the call is therefore queuing for a wider audience, should one of those agents all of a sudden become available, they want them to be offered the call that is in their regional queue first, before then offering them calls from the other regional queues

Not sure if i am over thinking it all, but I'm struggling to find the best way to make this happen?

Any help or guidance appreciated !