Genesys Cloud CX

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  • 1.  Question about chat routing

    Posted 4 days ago

    Hello Community,
    I need your help with chat routing configuration.

    We've got a queue with agents A1, A2, ... A10,
    and agent utilization for chat is set to 2 for all agents (Chat Maximum Capacity = 2).

    By default, if all agents are on queue status, every agent receives one interaction, and only if there are more interactions than agents, agents receive second interaction.
    Our customer asks to change this behavior, so at the beginning, agent A1 receives 2 interactions, and only then agent A2 receives next two interactions and so on.

    Is it possible to configure chat routing this way?

    Thanks,
    Irina


    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Irina Milstein
    ITNAV-Pro Ltd.
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  • 2.  RE: Question about chat routing

    Posted 3 days ago
    This would work based on agent priority, so if Agent 1 had 5 and agent 2 had 4, agent 1 would get 2

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 3.  RE: Question about chat routing

    Posted 3 days ago
    Hi Andy,
    Do I understand correctly that you suggest implementing transfer to queue with skill S1, and for all queue members assign this skill S1 with different Proficiency rating (number of stars)?

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    Irina Milstein
    ITNAV-Pro Ltd.
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  • 4.  RE: Question about chat routing

    Posted 2 days ago
    Yes thats correct, so if you had agents with proficiency 5 and some with 4 etc, the ones with 5 would get 2 before the ones with 4 would get any

    If you are just targeting a queue then you would need to add a skill and transfer to ACD with a skill as well

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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 5.  RE: Question about chat routing

    Posted 2 days ago
    Thank you, Andy,
    I will try.


    ------------------------------
    Irina Milstein
    ITNAV-Pro Ltd.
    ------------------------------