Genesys Cloud - Main

Hello,
I have a data table where each row has an ANI - and for each ANI there are three preferred agents assigned (PA1, PA2, PA3).
The first thing my flow does is looks at the data table for a match on the ANI -- and returns RepEmail, PA1, PA2, and PA3.
My intention is to then to route the call using preferred agent routing to the PA1 agent for 30 seconds, PA2 for 30, and so forth.

I was trying to use a flow that was designed for PAR with Salesforce data actions that brought in the primary and secondary - but the flow is failing.

I've attached the flow - anyone have any idea why it isn't working?   It seems like this should be standard 'out of the box' functionality but I'm finding help instructions to be very sparse and lacking in any details.

Attachment is my flow - just need to remove the .doc at the end.
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------

1) Export your flow as yaml not .i3inboundflow, it will make it much easier for us to see it
https://help.mypurecloud.com/articles/define-architect-flows-using-yaml/

2) Did you set the queue to use preferred agent routing as the routing methos & add the rings you want?

3) How is it not working?  Is the flow going into error handling?  Is the call getting to the queue but the preferred agents rankings are not honored? 

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-19-2022 16:49
From: Brenda Wynne
Subject: Route to agent based on ANI -

Hello,
I have a data table where each row has an ANI - and for each ANI there are three preferred agents assigned (PA1, PA2, PA3).
The first thing my flow does is looks at the data table for a match on the ANI -- and returns RepEmail, PA1, PA2, and PA3.
My intention is to then to route the call using preferred agent routing to the PA1 agent for 30 seconds, PA2 for 30, and so forth.

I was trying to use a flow that was designed for PAR with Salesforce data actions that brought in the primary and secondary - but the flow is failing.

I've attached the flow - anyone have any idea why it isn't working?   It seems like this should be standard 'out of the box' functionality but I'm finding help instructions to be very sparse and lacking in any details.

Attachment is my flow - just need to remove the .doc at the end.
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------

Uploaded flow in yaml... thanks!!

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------

Original Message:
Sent: 10-19-2022 16:56
From: Melissa Bailey
Subject: Route to agent based on ANI -

1) Export your flow as yaml not .i3inboundflow, it will make it much easier for us to see it
https://help.mypurecloud.com/articles/define-architect-flows-using-yaml/

2) Did you set the queue to use preferred agent routing as the routing methos & add the rings you want?

3) How is it not working?  Is the flow going into error handling?  Is the call getting to the queue but the preferred agents rankings are not honored? 

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-19-2022 16:49
From: Brenda Wynne
Subject: Route to agent based on ANI -

Hello,
I have a data table where each row has an ANI - and for each ANI there are three preferred agents assigned (PA1, PA2, PA3).
The first thing my flow does is looks at the data table for a match on the ANI -- and returns RepEmail, PA1, PA2, and PA3.
My intention is to then to route the call using preferred agent routing to the PA1 agent for 30 seconds, PA2 for 30, and so forth.

I was trying to use a flow that was designed for PAR with Salesforce data actions that brought in the primary and secondary - but the flow is failing.

I've attached the flow - anyone have any idea why it isn't working?   It seems like this should be standard 'out of the box' functionality but I'm finding help instructions to be very sparse and lacking in any details.

Attachment is my flow - just need to remove the .doc at the end.
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------

Right now - it's just failing when it goes to the task for 'FindPreferredAgents'.  I did have it working though - but the interactions would just sit in the queue and not route to anyone.  I do have the queue set for Preferred Agent

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------

Original Message:
Sent: 10-19-2022 16:56
From: Melissa Bailey
Subject: Route to agent based on ANI -

1) Export your flow as yaml not .i3inboundflow, it will make it much easier for us to see it
https://help.mypurecloud.com/articles/define-architect-flows-using-yaml/

2) Did you set the queue to use preferred agent routing as the routing methos & add the rings you want?

3) How is it not working?  Is the flow going into error handling?  Is the call getting to the queue but the preferred agents rankings are not honored? 

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-19-2022 16:49
From: Brenda Wynne
Subject: Route to agent based on ANI -

Hello,
I have a data table where each row has an ANI - and for each ANI there are three preferred agents assigned (PA1, PA2, PA3).
The first thing my flow does is looks at the data table for a match on the ANI -- and returns RepEmail, PA1, PA2, and PA3.
My intention is to then to route the call using preferred agent routing to the PA1 agent for 30 seconds, PA2 for 30, and so forth.

I was trying to use a flow that was designed for PAR with Salesforce data actions that brought in the primary and secondary - but the flow is failing.

I've attached the flow - anyone have any idea why it isn't working?   It seems like this should be standard 'out of the box' functionality but I'm finding help instructions to be very sparse and lacking in any details.

Attachment is my flow - just need to remove the .doc at the end.
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------

https://help.mypurecloud.com/articles/preferred-agent-routing-behavior/ 

Especially read the queue membership, agent activated, agent presence, utilization, & priority sections to see why preferred agents might be ignored.

In your flow, try adding something to the not found paths for each of the find actions.  If the lookup didn't find the user, when you try to get the .id property off the find result variable you could be hitting a null pointer exception.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-19-2022 17:01
From: Brenda Wynne
Subject: Route to agent based on ANI -

Right now - it's just failing when it goes to the task for 'FindPreferredAgents'.  I did have it working though - but the interactions would just sit in the queue and not route to anyone.  I do have the queue set for Preferred Agent

------------------------------
Brenda Wynne
Alcon Vision LLC

Original Message:
Sent: 10-19-2022 16:56
From: Melissa Bailey
Subject: Route to agent based on ANI -

1) Export your flow as yaml not .i3inboundflow, it will make it much easier for us to see it
https://help.mypurecloud.com/articles/define-architect-flows-using-yaml/

2) Did you set the queue to use preferred agent routing as the routing methos & add the rings you want?

3) How is it not working?  Is the flow going into error handling?  Is the call getting to the queue but the preferred agents rankings are not honored? 

------------------------------
Melissa Bailey
Genesys - Employees

Original Message:
Sent: 10-19-2022 16:49
From: Brenda Wynne
Subject: Route to agent based on ANI -

Hello,
I have a data table where each row has an ANI - and for each ANI there are three preferred agents assigned (PA1, PA2, PA3).
The first thing my flow does is looks at the data table for a match on the ANI -- and returns RepEmail, PA1, PA2, and PA3.
My intention is to then to route the call using preferred agent routing to the PA1 agent for 30 seconds, PA2 for 30, and so forth.

I was trying to use a flow that was designed for PAR with Salesforce data actions that brought in the primary and secondary - but the flow is failing.

I've attached the flow - anyone have any idea why it isn't working?   It seems like this should be standard 'out of the box' functionality but I'm finding help instructions to be very sparse and lacking in any details.

Attachment is my flow - just need to remove the .doc at the end.
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

------------------------------
Brenda Wynne
Alcon Vision LLC
------------------------------