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  • 1.  Preferred Agent Routing

    Posted 01-04-2023 11:30
    No replies, thread closed.
    Hi,

    In Preferred Agent Routing there are two options:

    1. Route to preferred agents with score greater than or equal to
    2. Route to all preferred agents for
    What is the difference between these two. Also, If I want to transfer a call from one agent to another agent what is the best routing option that should be used?

    Please advise.

    Thanks,

    Arif Z
    #Routing(ACD/IVR)
    #Telephony

    ------------------------------
    Arif Zaidy
    Tekglide Inc
    ------------------------------


  • 2.  RE: Preferred Agent Routing

    Posted 01-05-2023 08:45
    No replies, thread closed.
    Arif - Option 1 enables you to set up 'tiers' or agents by score - so you can say 'routing agents with a score of 90 or above, wait for X seconds then expand to include agents with a score of 80 or above (and so on.)  As opposed to option #1 which simply looks for ANY agent with a score to route to above agents who are not scored.

    To your second question - there is no 'routing' for transfers.  Once the interaction is connected to the first agent, they can do a consult (warm) or blind transfer to either a specific user or to another queue.

    Hope that helps.

    Thanks,
    Chris​

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

    Original Message


  • 3.  RE: Preferred Agent Routing

    Posted 01-05-2023 09:54
    No replies, thread closed.
    Thanks Chris for an informative reply.

    ------------------------------
    Arif Zaidy
    Tekglide Inc
    ------------------------------

    Original Message


  • 4.  RE: Preferred Agent Routing

    Posted 01-06-2023 16:18
    No replies, thread closed.
    Is this for telephone only or for non-real-time like email as well?

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    Maksim Gill
    Eccentex (Customer Service Platform)
    https://www.eccentex.com/genesys
    ------------------------------

    Original Message


  • 5.  RE: Preferred Agent Routing

    Posted 01-06-2023 16:28
    No replies, thread closed.
    Hi,

    This is telephony only.

    Thanks,

    Arif

    ------------------------------
    Arif Zaidy
    Tekglide Inc
    ------------------------------

    Original Message


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