A place to ask questions, connect with others, and stay in the know
Not sure if you will find this useful but as you know there is no way to see historically to see what agents are on queue, so when we get queries why is one agent receiving more calls than others for example.
I was thinking and created an idea https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-1792
This Idea is basically a routing check live now.
So we have Simulate routing similar to the simulate call button on trunk.
This will output to us maybe by skill or external number what route the call will take and who it would target.
This would allow managers/end user ability to see who the skill will target.
This would also allow implementation guys to view and prove their routing.
This is similar to my idea that the PM is looking into: Add actual routing status in Queue | Genesys Cloud Ideas Portal (aha.io). @Ryan Legner, you might want to merge these two. Damien has some good points over what I suggested. Essentially, you want the ACD Wait Reason that PureConnect has. I agree that we need this for many situations.
The method I wanted was like what I had in Alcatel standard ACD on the 4400 system it would print txt of who the call would hit/target from the acd script builder.
Sent from Outlook for iOS
Whilst I understand the ask, and can see it being of some limited use, I'm not sure if the benefit is enough to justify the development effort. So much of ACD routing is dynamic, that it would be difficult to determine why a particular agent got a call based on a static snapshot.
I certainly like Robert's suggestion of having an "ACD wait reason" like we had in PureConnect.
Personally, when I had these requests in the PureConnect days, I'd turn up logging on the ACD subsystem and then go and find the interaction to follow through why Agent A got the call instead of Agent B. I don't think I ever found one where it was inexplicable, based on the stated business rules. Sadly, we don't have those kinds of logs in Genesys Cloud, however in some ways I'm glad since those were always wild goose chases and huge wastes of time! (Usually based on some Agent's or Supervisor's perception of reality.)
Understanding why an interaction is waiting in the moment would be incredibly useful - especially with complex skill combinations, but a "Simulate ACD"? I'm not so sure.
Just my 10 cents.
Not so much development there is already an ability to check queue/skillset status via data action or API.. which checks for on queue /skillset availability.
Surely there is a print mechnism surely of this variable but done in a UI button rather than just in the background :)
The use is for customer to quickly see who would get the next call.
This is true, however my point is that Agent selection is extremely dynamic. It isn't just about what skills an agent has, and their proficiencies (which also varies depending on routing method) but also Agent availability / Interaction wait times, Utilization, On Queue status and so on. The endpoint you mention takes all of this into account in the moment. Simply performing a combined "who has these skills" outside of the interaction won't tell you much and, likely as not, will not help with determining what one Agent received a call ahead of another.
As Robert said, being able to see why an interaction is waiting would be helpful. Alternatively, Genesys need to provide a way to log the ACD calculations used at the time the Interaction was routed.
The conversationRoutingData does have some of that but not like PureConnect with the ACD Wait Reason.
I'm just thinking back to my alcatel 4400 ACD standard contact centre.
When I built an ACD script I could test and would print.. as of then what agents it would target and their costing.
Was a beautiful tool.
Anyways just an idea and I thank you both for commenting and creating a discussion.
That looks like it may help troubleshoot these issues, but I agree that a real time "what is it waiting for" dashboard entry would be extremely helpful.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.