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  • 1.  Preferred Agent Routing Behavior for Multi Call Agent Utilization

    Posted 03-21-2024 18:14
    No replies, thread closed.

    Hi All 

    I am looking for some guidance on routing behavior for scenarios listed below. I will explain the routing behavior currently setup : 

    2 Agents setup on 2 Queues with same PAR Score ( 100 ) 

    Also, the agents are set to receive multiple voice calls ( 2 in Agent Utilization ). So in a scenario for call surplus , if both agents are on a call , who would receive the third call that comes in as they're both equally scored as well as attached to that queue. 

    The customer has multiple agents who share same queues and also same Scores across these queues and wants to turn on multiple voice interactions in Agent utilization and wants to explore the routing outcome before they get it turned up. 

    Regards

    Ankur Sharma


    #Routing(ACD/IVR)

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    Ankur Sharma
    Nexon Asia Pacific Pty. Ltd.
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  • 2.  RE: Preferred Agent Routing Behavior for Multi Call Agent Utilization
    Best Answer

    Posted 03-22-2024 03:28
    No replies, thread closed.

    I would go out on a limb here and IF PAR is done then it will randomly assign. Though I did find this (HERE)

    Multiple preferred agents specified (timeout not ignored)

    • Specify 10 preferred agents as part of a flow. The timeout to reach the first agent with a score 100 is 300 seconds, and the timeout to reach all preferred agents is another 300 seconds. The total timeout is 600 seconds, or 10 minutes, for the system to attempt to route the interaction to one of the preferred agents specified.
    • The first agent belongs to the queue to which the system routed the interaction. Of the nine remaining agents, only five belong to the queue.
    • In this case, routing works as follows:
      1. The system attempts to route to the first preferred agent for 300 seconds.
      2. For the next 300 seconds, the system attempts to route the interaction to the first preferred agent and the five other preferred agents that belong to the queue.


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    Lawrence Drayton
    Prvidr Pty Ltd
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    Original Message


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