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Preferred Agent routing - Web Messaging

  • 1.  Preferred Agent routing - Web Messaging

    Posted 03-27-2023 08:20

    Hi Team,

    Is Preferred Agent routing Available for Web Messaging? And is there any timeline for Direct Agent Routing instead for Web Messaging. 

    Regards,

    Jeevan.


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 2.  RE: Preferred Agent routing - Web Messaging

    GENESYS
    Posted 03-27-2023 10:36

    Preferred Agent Routing is available for all "Message" type of interactions, including Web Messaging, see here: https://help.mypurecloud.com/articles/advanced-routing-overview/ 

    As for Direct Agent Routing, are you referring to this? https://genesyscloud.ideas.aha.io/ideas/INB-I-844



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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: Preferred Agent routing - Web Messaging

    Posted 03-27-2023 11:42

    Hi,

    In the Preferred Agent Routing there is a Note says below

    Note: For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. 

    Can you elaborate more on this.

    And on the Direct Agent Routing Idea - Yes Similar to That but is that Idea is for Non-voice Digital Channels? I see it been mentioned as calls

    Regards,

    Jeevan.



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
    ------------------------------



  • 4.  RE: Preferred Agent routing - Web Messaging

    Posted 03-27-2023 15:43

    We are seeing interesting behavior since going live 2 weeks ago on Web Messaging.  Agent 1, gets message from customer 1.  If customer one closes out and sends another message, Agent 1 will keep getting it (if the message is restarted in short time frame), but If we wait an hour or so, then Agent 2 would get it.  We have standard routing, with All skills matching ...(no skills assigned)....should we change this to next agent?



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    Clayton Curtis
    Enova Online Services, Inc.
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  • 5.  RE: Preferred Agent routing - Web Messaging

    GENESYS
    Posted 03-29-2023 08:51

    Hi Clayton - thanks for your post. 

    This is a bit hard to follow without diving into real conversation examples and understanding your settings and what not.  Could I ask you to open a care case to have them investigate what is going on?

    Could you include queue names, converationIDs, etc. to make sure the team knows what to look for?

    Thanks,

    Chris



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 6.  RE: Preferred Agent routing - Web Messaging

    GENESYS
    Posted 03-27-2023 17:22

    Jeevan - I can't speak to the Direct Routing feature - but hopefully the PM running that effort will respond.

    As it relates to PAR - by default, the channels listed below use LAR to connect a follow-up interaction with the last agent who worked on it but with PAR - we ignore that so that the defined preferred agents are used instead.  If you put in any userID (even if invalid), we'll skip LAR all together, which some customers actually use as a workaround to stop LAR!!!

    Hope that helps,

    Chris



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 7.  RE: Preferred Agent routing - Web Messaging

    Posted 03-28-2023 09:53

    Hi Chris,

    I am looking for LAR, can be done with Preferred Agent Routing? or do we need to use different Routing concept or by default it goes to the LAR?. 

    Regards,

    Jeevan.



    ------------------------------
    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
    ------------------------------



  • 8.  RE: Preferred Agent routing - Web Messaging

    GENESYS
    Posted 03-29-2023 08:03
    Edited by Chris Bohlin 03-29-2023 08:04

    Jeevan - LAR is the default routing method for all messaging channels and email.  If you switch to using PAR, we do not go back to LAR.  Effectively PAR overrides LAR.

    Note that there is no setting for LAR - it is simply a default behavior.

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    Chris Bohlin
    Product Manager - PureCloud
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  • 9.  RE: Preferred Agent routing - Web Messaging

    Posted 03-29-2023 08:08

    So LAR will work with Standard Routing (Default) in the Routing Method of Queue Configuration. Is that Right?



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 10.  RE: Preferred Agent routing - Web Messaging

    Posted 03-29-2023 09:52

    Hi @Chris Bohlin

    What would be timeline for LAR in case of Standard Routing when customer Calls  or Chat comes back.

    Regards,

    Jeevan.



    ------------------------------
    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
    ------------------------------



  • 11.  RE: Preferred Agent routing - Web Messaging

    Posted 03-28-2023 13:54

    Hi @Chris Bohlin

    As it relates to PAR - by default, the channels listed below use LAR to connect a follow-up interaction with the last agent who worked on it - So which Routing is used for LAR here. can you clarify on this.

    but with PAR - we ignore that so that the defined preferred agents are used instead. - So PAR does not support LAR? Is that right?

    Regards,

    Jeevan.



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
    ------------------------------



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