Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  PureCloud ACD Processing [Score Interaction]

    Posted 08-06-2019 12:54
    No replies, thread closed.
    Hello,

    I have a question concerning the Interaction Score calculation.

    [When there are multiple interactions waiting, PureCloud ACD distributes them based on score. The calculation is: Interaction Score = {Time Waiting (in minutes)} + {Priority}. For example, a call waiting for 4 minutes with a 20 priority has a score of 24. That call routes before a call waiting 6 minutes with a 10 priority].   (https://help.mypurecloud.com/articles/purecloud-acd-processing/)

    "Time Waiting in minute" does it mean that for 1m30, the system will consider it as 1 or 1,5 ? will take into account the seconds too or only minutes ?
    In other terms, an interaction that was waiting during 1m59 will have the same Score than an other interaction that was waiting during 1m05 ?

    Would it be possible to display this value generated by PureCloud ?



    #Routing(ACD/IVR)

    ------------------------------
    Charaf Eddine Chemlal
    Dimension Data France
    ------------------------------


  • 2.  RE: PureCloud ACD Processing [Score Interaction]

    Posted 05-09-2020 19:39
    No replies, thread closed.
    Hi Charaf,

    This article has been updated.

    "When multiple interactions are in queue, PureCloud ACD distributes them based on the interaction that arrives first, down to the millisecond."

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


Related Content