Genesys Cloud - Main

Hi,

We want to route incoming calls of customers to their preferred agents after retrieving the informations from external contacts, if no available, transfer the call to the other agents of the queue

For example, the Customer A must reach his preferred Agent 1 first then the other agents on the queue

When the call reachs Purecloud, a data action will be configured to search automatically the informations from Externals Contacts of Purecloud through the ANI number in the Architect, this data action will retrieve as informations the name of preferred agent of that customer, then route the call

I see that Genesys has introduced new feature today "Preferred agent routing" but I don't think it will responds to my need

please, some one has any idea about this new feature ?

Thank you in advance.
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration

Can you give more information on why you think the new Preferred Agent Routing feature does not do what you need? As I read it, it does exactly what you describe: "route incoming calls of customers to their preferred agents...if no available, transfer the call to the other agents of the queue"

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-09-2019 11:41
From: Oudderhem Mostafa
Subject: Route each customer to his preferred agent

Hi,

We want to route incoming calls of customers to their preferred agents after retrieving the informations from external contacts, if no available, transfer the call to the other agents of the queue

For example, the Customer A must reach his preferred Agent 1 first then the other agents on the queue

When the call reachs Purecloud, a data action will be configured to search automatically the informations from Externals Contacts of Purecloud through the ANI number in the Architect, this data action will retrieve as informations the name of preferred agent of that customer, then route the call

I see that Genesys has introduced new feature today "Preferred agent routing" but I don't think it will responds to my need

please, some one has any idea about this new feature ?

Thank you in advance.
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration

Hi George,

Thanks for your reply, in the feature description, as I understand, the only thing you can do, is to search user by ID in order to give a priority

However, in my case, I want to search user by name or by skill as per the data action retrieve from external contacts for each customer

MakeList(
 MakeAgentScorePair(
  FindUserById("<put_user_guid_string_here>"),
  100
 ),
 MakeAgentScorePair(
  FindUserById("<put_user2_guid_string_here>"),
  90
 )
)

Thank you.

------------------------------
Oudderhem Mostafa
Coverage-Communication
------------------------------

Original Message:
Sent: 10-09-2019 11:47
From: George Ganahl
Subject: Route each customer to his preferred agent

Can you give more information on why you think the new Preferred Agent Routing feature does not do what you need? As I read it, it does exactly what you describe: "route incoming calls of customers to their preferred agents...if no available, transfer the call to the other agents of the queue"

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-09-2019 11:41
From: Oudderhem Mostafa
Subject: Route each customer to his preferred agent

Hi,

We want to route incoming calls of customers to their preferred agents after retrieving the informations from external contacts, if no available, transfer the call to the other agents of the queue

For example, the Customer A must reach his preferred Agent 1 first then the other agents on the queue

When the call reachs Purecloud, a data action will be configured to search automatically the informations from Externals Contacts of Purecloud through the ANI number in the Architect, this data action will retrieve as informations the name of preferred agent of that customer, then route the call

I see that Genesys has introduced new feature today "Preferred agent routing" but I don't think it will responds to my need

please, some one has any idea about this new feature ?

Thank you in advance.
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration

Users are uniquely identified across all organizations by their GUID, so you have to use the UserId to set up the routing. You can use the API to find the UserId within an organization based on the user's name, or email, or other criteria, then feed the Id into the expression needed in Architect that you show above.

It's not that the feature doesn't do what you want for routing...it's that you have to do more work to get the UserId's to feed into it, sounds like :-)

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 10-09-2019 12:02
From: Oudderhem Mostafa
Subject: Route each customer to his preferred agent

Hi George,

Thanks for your reply, in the feature description, as I understand, the only thing you can do, is to search user by ID in order to give a priority

However, in my case, I want to search user by name or by skill as per the data action retrieve from external contacts for each customer

MakeList( MakeAgentScorePair(  FindUserById("<put_user_guid_string_here>"),  100 ), MakeAgentScorePair(  FindUserById("<put_user2_guid_string_here>"),  90 ))

Thank you.

------------------------------
Oudderhem Mostafa
Coverage-Communication

Original Message:
Sent: 10-09-2019 11:47
From: George Ganahl
Subject: Route each customer to his preferred agent

Can you give more information on why you think the new Preferred Agent Routing feature does not do what you need? As I read it, it does exactly what you describe: "route incoming calls of customers to their preferred agents...if no available, transfer the call to the other agents of the queue"

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-09-2019 11:41
From: Oudderhem Mostafa
Subject: Route each customer to his preferred agent

Hi,

We want to route incoming calls of customers to their preferred agents after retrieving the informations from external contacts, if no available, transfer the call to the other agents of the queue

For example, the Customer A must reach his preferred Agent 1 first then the other agents on the queue

When the call reachs Purecloud, a data action will be configured to search automatically the informations from Externals Contacts of Purecloud through the ANI number in the Architect, this data action will retrieve as informations the name of preferred agent of that customer, then route the call

I see that Genesys has introduced new feature today "Preferred agent routing" but I don't think it will responds to my need

please, some one has any idea about this new feature ?

Thank you in advance.
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration

Hi All,

I am looking at the preferred agent setup and have one customer where they would like to set a preferred agent in the external contact and then route the call to this user which I think is the same as this thread.

Just interested if you got this working and if so you can share any tips?

Thanks Luke

------------------------------
Luke Mitchell
G3 Comms Ltd
------------------------------

Original Message:
Sent: 10-09-2019 12:10
From: George Ganahl
Subject: Route each customer to his preferred agent

Users are uniquely identified across all organizations by their GUID, so you have to use the UserId to set up the routing. You can use the API to find the UserId within an organization based on the user's name, or email, or other criteria, then feed the Id into the expression needed in Architect that you show above.

It's not that the feature doesn't do what you want for routing...it's that you have to do more work to get the UserId's to feed into it, sounds like :-)

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-09-2019 12:02
From: Oudderhem Mostafa
Subject: Route each customer to his preferred agent

Hi George,

Thanks for your reply, in the feature description, as I understand, the only thing you can do, is to search user by ID in order to give a priority

However, in my case, I want to search user by name or by skill as per the data action retrieve from external contacts for each customer

MakeList( MakeAgentScorePair(  FindUserById("<put_user_guid_string_here>"),  100 ), MakeAgentScorePair(  FindUserById("<put_user2_guid_string_here>"),  90 ))

Thank you.

------------------------------
Oudderhem Mostafa
Coverage-Communication

Original Message:
Sent: 10-09-2019 11:47
From: George Ganahl
Subject: Route each customer to his preferred agent

Can you give more information on why you think the new Preferred Agent Routing feature does not do what you need? As I read it, it does exactly what you describe: "route incoming calls of customers to their preferred agents...if no available, transfer the call to the other agents of the queue"

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 10-09-2019 11:41
From: Oudderhem Mostafa
Subject: Route each customer to his preferred agent

Hi,

We want to route incoming calls of customers to their preferred agents after retrieving the informations from external contacts, if no available, transfer the call to the other agents of the queue

For example, the Customer A must reach his preferred Agent 1 first then the other agents on the queue

When the call reachs Purecloud, a data action will be configured to search automatically the informations from Externals Contacts of Purecloud through the ANI number in the Architect, this data action will retrieve as informations the name of preferred agent of that customer, then route the call

I see that Genesys has introduced new feature today "Preferred agent routing" but I don't think it will responds to my need

please, some one has any idea about this new feature ?

Thank you in advance.
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration