Genesys Cloud - Main

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.

According to the Resource Center:

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

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.

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.

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

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.

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.

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

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.