Genesys Cloud - Main

I am working on a project to add preferred routing found this article Transfer to ACD action - Genesys Cloud Resource Center The way I understand this is that it is hard coded and would need to be changed every time you add or remove an agent.
"You can use a MakeListAgentScorePair function that takes a collection of users along with an integer collection of scores to associate with the users. Following that method, this example generates the same value as the previous expression:

MakeListAgentScorePair(
MakeList(
FindUserById("<put_user_guid_string_here>"),
FindUserById("<put_user2_guid_string_here>"),
),
MakeList(
100,
90
)
)"

Is there a way to make this scalable for 1500+ agents if it needs to be changed weekly? Is there a way to code in to be able to upload a CSV or pull or push the changes via AP? Also is there's an identifier on the agents profile we can use instead?

#API/Integrations
#Routing(ACD/IVR)
#Telephony

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Jeremy Brown
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We also have a sales organization that this is not scalable too. 

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Jim Bell
Sr. Telecom Engineer
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Hello Jeremy and welcome to the community! 

I think this question would be better answered in the Dev Forums. 

You should be able to use our API's though it would take some testing. You can try visiting our API explorer here. 

Every agent has a unique GUID as well, the quickest way to find it is by using the API GET /api/v2/users

Hope this helps!

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Cameron
Online Community Manager/Moderator
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Jeremy,

It is possible to dynamically build that list based on, say, a data-dip. I did a webinar on how to do it a while back for Beyond - if you have a subscription, you should be able to go back and watch it. The example I used was where customers had a primary contact and a secondary contact within a team. The call would go to primary, if possible, then to secondary, then to Team and finally to anyone.

I'm a little confused by your comment concerning 1500 agents. What is it you are trying to do? Preferred Agent is essentially dynamic bullseye routing, so there are a limited number of "Rings". Are you wanting to statically assign preferences to all Agents? If so, then you would probably be better off just using Bullseye.

HTH

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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