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

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

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

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

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