Genesys Cloud - Main

Hi all,

Our org is upgrading from Engage to Cloud and are trying to determine which routing strategy to use. In Engage we have the ability to route using skill relaxation every 10 seconds. For example we have a queue called "Account Info".  We can route using logic that will route to the agent with a skill level of 10 for this queue/skill. Then after 10 seconds it expands it's search and will look for an agent with a skill level of 9 or greater.  And every ten seconds it relaxes and expands by lowering the skill level requirements.

In Cloud we don't seem to have the same option of this skill level relaxation based on a time value (10 seconds).  Standard ACD Routing (Best Available skills) will look for the highest skilled agent, but if no one is available it will immediately expand to the next skill level (no time delay).  We originally thought that Bullseye routing would therefore be the way to accomplish what we want, but the overhear with having to create a Skill Expression Group for each of our queues (150) and managing those conditions does not seem like the best way to accomplish this.  Has anyone found a better way?  Or can share how they accomplish a "time delayed" overflow to a new group of agents (outside of bullseye). 

Thank you kindly,

Sheryl

#Routing(ACD/IVR)

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Sheryl McKercy
Program Manager, Contact Centre Technologies
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Hello Sheryl, 

I think this can be achieved by using data actions in the flow. Build out a 10 second delay with data action every time you need to move to the next skill. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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Hi Sheryl,

Would be interested to know the reasoning behind the 10 second delays, i would consider it an uncommon request.
If you are prepared to be using skill assignments, then you could make a hybrid model if the number of skills per agent is not too onerous (50 skill max per agent).
Remain with bullseye, best available, but assign 5 skills to the interaction, Account Info1,AccountInfo2 etc..then allow the bullseye ring to drop off a skill per round. Your agents would need to be assigned 1 to 5 skills each.

Personally i would prefer to use the API's to create skill groups for the 150 queues, much less maintenance in the long term, as the job is done once, skills would be a constant maintenance for agents and proficiencies gives you 6 skills in 1.

If you prefer to keep to high skill maintenance idea you could also 'simulate' bullseye in the in-queue flow by keeping a duration logic, then change the skill from AccountInfo5 to AccountInfo4 etc..each 10 seconds.

hope that helps a bit,

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Kevin Young
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Hi @Sheryl McKercy, 

Bullseye routing as a routing method works very well in unison with Best Available Skills as an Evaluation method. If you find that it doesn't satisfy your needs (or according to your explanation it is an overhead) then there are different options.

As @Kevin Young mentioned, the possible solution to do this would be in the In-Queue Architect Flow where you can use action "Set Skills"  to set the Skills (https://help.mypurecloud.com/articles/set-skills-action/), and with action "Hold Music" (play for duration - 10 seconds) to specify the duration between the steps (similar to rings in Bullseye) when the Skills are applied. 

Hope this helps

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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Thank you all for your replies! I'll take your suggestions away to work with PS on the best solution for us. These are helpful options to pursue. We are coming to understand that setting proficiency levels for skills may not work for us as our contact center conducts many call transfers and the skill gets stripped during a call transfer so we are weighing the options of how best to route calls (we want to be able to "overflow" to secondary agent groups at customized time intervals). 

Much appreciated. 

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Sheryl McKercy
Program Manager, Contact Centre Technologies
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Original Message:
Sent: 02-27-2025 22:23
From: Tatjana Knezevic
Subject: Queue routing options in Genesys Cloud

Hi @Sheryl McKercy, 

Bullseye routing as a routing method works very well in unison with Best Available Skills as an Evaluation method. If you find that it doesn't satisfy your needs (or according to your explanation it is an overhead) then there are different options.

As @Kevin Young mentioned, the possible solution to do this would be in the In-Queue Architect Flow where you can use action "Set Skills"  to set the Skills (https://help.mypurecloud.com/articles/set-skills-action/), and with action "Hold Music" (play for duration - 10 seconds) to specify the duration between the steps (similar to rings in Bullseye) when the Skills are applied. 

Hope this helps

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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