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  • 1.  Routing method not showing up on calls waiting.

    Posted 07-07-2023 13:44
    No replies, thread closed.

    Team, forgive my ignorance here, pretty new to Genesys.  We have several queues configured as Bullseye routing and whenever we have calls waiting, the routing method column shows empty, is this normal?  In which instances does the routing method shows as we have seen it showing up sometimes.  Let me know, thank you.


    #Routing(ACD/IVR)

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    Luis Fajardo
    Life Extension
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  • 2.  RE: Routing method not showing up on calls waiting.

    Posted 07-16-2023 04:58
    No replies, thread closed.

    According to the Resource Center:

    Whether the system requested a preferred agent during ACD routing for the interaction. Up to 20 agents could be specified for the interaction in the preferred agents routing. If the system did not request a preferred agent, then the column is blank. 

    Here is an idea for you:  Add actual routing status in Queue | Genesys Cloud Ideas Portal (aha.io)



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Routing method not showing up on calls waiting.

    Posted 07-17-2023 09:56
    No replies, thread closed.

    Hi Robert, thank you for your feedback.  Not sure if this matters, but to my knowledge we don't use preferred agents.



    ------------------------------
    Luis Fajardo
    Life Extension
    ------------------------------

    Original Message


  • 4.  RE: Routing method not showing up on calls waiting.

    Posted 07-17-2023 08:17
    No replies, thread closed.

    Hi Luis - the routing method for waiting interactions will only display if assignment service (our routing engine) has attempted to route the conversation to an agent.  In this case - the call entered the queue and there were likely no agents available so we've not attempted to route the call yet - hence the column is null.

    I've been exploring if we could just read the 'primary routing method' here so that we could always populate something indicative of the routing.  However, this may not be accurate all the time as analytics currently does not listen for routing status changes - only the first routing attempt.

    Feel free to vote on the idea Robert listed and in the mean-time, I can discuss options with the analytics team.

    Thanks,

    Chris



    ------------------------------
    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
    ------------------------------



  • 5.  RE: Routing method not showing up on calls waiting.

    Posted 07-17-2023 10:06
    No replies, thread closed.

    Hi Chris, what is weird is that in the timeline of this interaction, the system never attempted to route the call to any agent. 

    The reason I created this is because we had an issue happening in which a customer called, and seat on waiting for a while even though we had agents idle, what was different is that the system showed the bullseye in the routing method (our queues are configured with bullseye), and we had never seen that before on calls waiting and we were just wondering if it was related.

    Anyways, this was a one off, so all good, thank you for all the info.



    ------------------------------
    Luis Fajardo
    Life Extension
    ------------------------------

    Original Message


  • 6.  RE: Routing method not showing up on calls waiting.

    Posted 07-18-2023 10:00
    No replies, thread closed.

    All - I spoke to the analytics team yesterday and this particular bit of information is intended to show all the time.  (It was addressed some time back without my knowledge) so it looks like something may have broken.

    Could I ask you to email me directly (chris.bohlin@genesys.com) with the following info:

    • Region
    • OrgID
    • ConversationID examples (one or two)
    • Expected Routing method to be displayed.

    Thanks,

    Chris



    ------------------------------
    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
    ------------------------------

    Original Message


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