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Routing and Evaluation Methods for Blended Roles

  • 1.  Routing and Evaluation Methods for Blended Roles

    Posted 03-14-2023 11:30

    Hello there, I'm having a significant problem and am looking for some advice on how best to solve for it. 


    Context: We have team of agents that work a dialer, outbound campaigns, as well as an inbound queue. How this works is, the inbound queue is prioritized so when the dialer record is ended, if there is a client waiting in queue, the agent will get the inbound instead of another dialer record. For the most part, this is exactly how we want things to work. The intention of the dialer and inbound calls is an equal distribution of opportunity. Those who are faster, may have a slight advantage as they are moving through records quicker than others, that is acceptable. 

    Problem: For the most part, this is working, those with high productivity, have more inbound opportunity. However, there are some consistent outliers. Some agents are getting a ton of inbound calls because they end the outbound call and sit on a record before ending the preview for an excessive time. All of the evaluation methods for routing defer to one base line statement, "ACD selects the agent with the longest time since last interaction." This is where the problem lies, there is no option to disregard longest since interaction. We are seeing that agents who sit on a record for an excess amount of time are the ones getting the most inbound calls. I believe it is counting the start of the last interaction so the longer the interaction, the longer since last interaction. Agents have found this gap and are exploiting it. 

    Routing and evaluation methods - Genesys Cloud Resource Center (mypurecloud.com)

    I have tried all three of the available options but all roll back to longest interaction. I really need to create a fair playing field for all of the agents and would like to disregard this longest interaction piece. It should be highest dials has the highest inbound calls and not longest time squatting on a record. 

    I hope I laid everything out in a digestible format, I really need help solving for this. Please let me know if there are any questions or if anyone has any idea to help correct for this.


    #Outbound
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

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    Keaton Oberlander
    Pitney Bowes Inc.
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  • 2.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-14-2023 11:32

    Idea for this issue - INB-I-1706



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    Keaton Oberlander
    Pitney Bowes Inc.
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  • 3.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-15-2023 11:55
    Edited by Ryan Cheesman 03-15-2023 11:56

    Maybe for now, create an "inbound" skill and then change the queue to bullseye routing, then strip the inbound skill after a little while.  Then put your high performers into the inbound skill so that they will have a better chance at getting an inbound call when they become idle.  Then, you force it so that the abusers/exploiters don't get those calls right away as they don't have the skill.  Hopefully, this would make the dialer pick them instead of them getting the next inbound call in queue.

    Obviously, I think a lot of us assume that the logic is looking at longest idle, not longest since they accepted the last call.  I recently found out that people who go on lunch break, then come back get picked first, even if an idle agent has been on queue for a while as those agents (recently went to lunch) had the longest time since they took their last call.  I think there should be more options to select, so it is our choice how the FIFO logic goes.  Longest since accepting the last interaction, Longest Idle, Longest "Available", etc.



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    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
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  • 4.  RE: Routing and Evaluation Methods for Blended Roles

    Posted 03-15-2023 13:08