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  • 1.  Route paths

    Posted 09-20-2025 13:31
    No replies, thread closed.
    Could someone explain why we get some offered with only language and not skill. These with none, none on skill and languge I believe is outbound calls. If we transfer a call will it be counted both on first and transferred queue

    #CapacityPlanning
    #Forecasting
    #Intraday,Shrinkage,Adherence

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    Eystein Kylland
    Systemutvikler Genesys Applikasjonsspesialist
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  • 2.  RE: Route paths

    Posted 09-21-2025 07:54
    No replies, thread closed.

    That dialog checks for route paths that actually exist in aggregated Analytics API queries, I believe it checks for just the past 6w. Those queries exclude outbound. It would seem your IVR/workflows do sometimes result in interactions that are queued without any initial skill requirement.



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    Jay Langsford
    VP, R&D
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  • 3.  RE: Route paths

    Posted 09-22-2025 17:00
    No replies, thread closed.

    Those "none/none" entries usually come from outbound or non–skilled interactions. And yes, if a call is transferred, it will show as offered in both the original and the receiving queue.

    Regarding the transfers:

    • If a call is offered to Queue A first, it is counted in that queue's "Offered."

    • If that same call is transferred to Queue B, it will also be counted in Queue B's "Offered."

    • So yes, the same interaction can appear in multiple queues, because WFM reporting treats each queue segment as a new "offer."

    This is expected behaviour, and it helps planners see the workload distribution per queue rather than only the original entry point.



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