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Question: Bulls-eye Routing Behavior in Contact Center – Call Skipping Ring 2

Hi Community,

I'm trying to understand the behavior of bulls-eye routing in a contact center setup and would appreciate your insights.

Setup:

I have 4 agents, each with a Contact Center license and user role.

Flow Configuration:

• The Architect flow sends calls to a queue named "customer", with the skill customer_skill attached.

Queue Settings:

• Routing method: Bulls-eye routing

• Rings:

  • Ring 1: Agent 1, Agent 4

  • Ring 2: Agent 2

  • Ring 3: Agent 3

• Ring timeout: 5 seconds per ring

• Routing evaluation: Best available skill

Problem:

Based on my understanding:

• The call should first go to Ring 1 (Agent 1 and Agent 4).

• Since Agent 4 has no skill, only Agent 1 should be considered.

• If Agent 1 doesn't answer within 5 seconds, the call should go to Ring 2 (Agent 2), and if not answered, then to Ring 3 (Agent 3).

However, during testing:

• The call correctly rings Agent 1 first.

• But if Agent 1 doesn't answer, instead of going to Agent 2 (Ring 2), it jumps directly to Agent 3 (Ring 3).

Question:

Why is the call skipping Ring 2 and routing directly to Ring 3?
Is this expected behavior when using "Best available skill" evaluation?
Is there any priority being given to skill proficiency over ring sequence?

Thanks in advance for your help!

You have a rather short ring timeout. If you let the call alert Agent 1 and hit the alert limit, that's probably at least 10 seconds...which means Bullseye would by then have opened up Ring 3 and the highest proficiency agent gets the call.

You should probably change to a 15-second ring timeout for testing.

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Hello George ,

Hope you are doing well

Fantastic deep know you have.

The suggestion you provided for my question worked and now i clearly understand the concepts.

Thanks alot