Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Reserving Particular Agents in Routing

    Posted 2 days ago

    Hi Community - 

    I have an interesting problem that I'm trying to solve for, but I haven't found a solution yet. Here's my problem:

    Use Case Overview
    You have a call queue with both English-only agents and bilingual agents (English + one other language).
    You want to reserve a set number of bilingual agents for non-English calls and only allow them to take English calls if their language group's available agents exceed that threshold. 

    Example Staffing

    • English: 100 agents
    • English + Spanish: 5 agents
    • English + French: 4 agents

    Scenario
    If available agents are:

    • English: 100
    • English + Spanish: 5
    • English + French: 2

    For an incoming English-language call, given that our reserve threshold is 2:

    • English-only and English + Spanish agents are eligible.
    • English + French agents are NOT eligible (since only 2 available, reserved for French calls).

    So, I'm trying to reserve some of my bilingual agents to handle calls for their non-English language until we're back up over our threshold value, meaning that any solution needs to be real-time when the call is offered. I've tried investigating solutions with multiple skills or queues, but those solutions seem to fall apart in call-surplus scenarios, because the state of the system when the call entered the queue may not be the state of the system when the call is ultimately offered to an agent. 

    Any advice or insight?


    #Routing(ACD/IVR)

    ------------------------------
    Cory King

    ------------------------------


  • 2.  RE: Reserving Particular Agents in Routing

    Posted yesterday

    Hi Cory,

    The easiest way to do this would be to use bullseye routing so that it expands to use the bilingual agents, only if no English only agents are available.  But this wouldn't keep a reserve of the bilingual agents if your English only call volumes are high.

    Bullseye routing overview

    Hopefully someone else in the community has a better way of doing this



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: Reserving Particular Agents in Routing

    Posted yesterday

    Hi Cory, 

    It can depend on your routing setup, for example you could utilise the spanish or French agents using skills and have a skill for language - English, one for Spanish and one for French and then chose your evaluation method to All Skills matching, or best available skills.

    If you do not utilise skills then you could utilise Conditional Group Activation and have the spanish speaking agents in a "Group". If the billingual agents are on seperate queues for Spanish and French then CGA can be set up to activate if English Queue Estimated Wait Time is x seconds, but only expand to the Spanish and French groups if more than 2 agents are idle. CGA protects the queue that the agents who are billingual work on but allows them to support if at the time of the check they meet the right condtions. 

    https://help.mypurecloud.com/articles/conditional-group-activation-overview/





    ------------------------------
    Mike Morris
    Manager - BCD
    ------------------------------

    Original Message


Related Content