Genesys Cloud - Main

Hi,

Are there any queue routing options to direct ALL calls to one agent while having a 2nd agent logged in but only taking calls if primary agent is busy?

Primary agent will change based on day. I expect queue call volume to be low, so there's a possibility 2nd agent may never receive a call. 

Thought about using Skills, but that will require daily skill level changes per agent. Any other thoughts?

Thanks!
#Routing(ACD/IVR)

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John Codispoti
Pfizer Inc.
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You could use preferred agent routing single ring and minimum timeout.  If the logic to pick an agent is very simple you could put it inside the flow (for example on Mon/Wed/Fri use agent A, Tues/Thur use agent B, Sat/Sun use agent C), otherwise use a data action to fetch the agent id to use for the day.  Set that on the transfer action with whatever priority you need for the queue's ring.

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Melissa Bailey
Genesys - Employees
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Honestly if it is two people, and low volumes I wouldn't over engineer it.

So a low touch option would be to encourage them to communicate so when agent one needs to go busy, flick the other a message to let them know they need to jump on
and then the second agent can just activate themselves on the queue
https://help.mypurecloud.com/articles/activate-agents-on-queues/

So yes it is more manual, but when the number of agents and call volume is that low, manual is usually fine.

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Anton Vroon
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You could break out of the whole agent approach and put these two into a group instead so it acts somewhat like a hunt group.   We have done that for the receptionists/operators at one company.  It also then means they can use the Communicate app.

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Vaun Mccarthy
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Thanks for the suggestions. It does seem like some manual queue/agent monitoring might be necessary. I forgot to mention that these agents use the SF widget, so they won't see Queue Activity in Genesys Web.

It seems odd that you can't set an Alert for 'calls in queue'. Will setting an Alert for 'minimum wait time>1sec' accomplish that?

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John Codispoti
Pfizer Inc.
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