Genesys Cloud - Main

Hi Suraj,

to understand your question better: To use skills (low priorty for her, high priority for the other "native" angents) should do the job. What do you mean with "We are not using any Skills here."?

hi Chris, we are not using Skill (be it language or ACD skill) in our environment. Only Queues are created to route to agents. In that case how can give one agent more priority over other for incoming interactions  ?

Hi Suraj,

to understand your question better: To use skills (low priorty for her, high priority for the other "native" angents) should do the job. What do you mean with "We are not using any Skills here."?

Hi Suraj,

you want to have skill-like featuers but you want to avoid skills? I guess, there is a good reason for that descision. In that case I would suggest something like that:

• Make a check in flow, if "native" agents are aviable in that queue. You could use the "Get Estimated Wait Time" -Action. If it returns 0 there should be free agents. Or you create a data action with the "GET /api/v2/routing/queues/{queueId}/members"-API
• If no agents are aviable make a check, if Agent A is aviable (GET /api/v2/users/{userId}/routingstatus). If yes: rout call to agent A.

But this is a very complicated and unflexible way to solve a problem, that are skills designed for.

Best regards
Christoph

hi Chris, we are not using Skill (be it language or ACD skill) in our environment. Only Queues are created to route to agents. In that case how can give one agent more priority over other for incoming interactions  ?

Hi Suraj,

to understand your question better: To use skills (low priorty for her, high priority for the other "native" angents) should do the job. What do you mean with "We are not using any Skills here."?

hi Chris, we are not using Skill (be it language or ACD skill) in our environment. Only Queues are created to route to agents. In that case how can give one agent more priority over other for incoming interactions  ?

Hi Suraj,

to understand your question better: To use skills (low priorty for her, high priority for the other "native" angents) should do the job. What do you mean with "We are not using any Skills here."?

@Suraj Bhan Malik 

Try this: Configure queue Eng_VIP Routing method to be Bullseye routing, with 2 rings. Since you don't have ACD Skills, use "Disregard skills, next agent" for the Evaluation method, as shown in the screenshot below. Save the queue configuration. Then, under the Members Tab, add users either as single members or Group members and make sure that the "native" Agents are added as members on Ring1 and Agent A as a member on Ring 2.  With this, when the call is routed to Eng_VIP, it will wait 30 seconds on Ring1. If there are no IDLE agents on Ring1 for this interval, then it will expand the agent pool, and will include members from Ring2 (one of them Agent A). 

Please note that I assigned arbitrary timeouts for Ring1 (30 seconds) and Ring2 (10 seconds). 

Assign Queue members by adding them to a correct Ring Number:

hi Chris, we are not using Skill (be it language or ACD skill) in our environment. Only Queues are created to route to agents. In that case how can give one agent more priority over other for incoming interactions  ?

Hi Suraj,

to understand your question better: To use skills (low priorty for her, high priority for the other "native" angents) should do the job. What do you mean with "We are not using any Skills here."?

@Tatjana Knezevic: Many thanks for the response. It seems to be fulfilling my requirement. Appreciate your help here. 

@Suraj Bhan Malik 

Try this: Configure queue Eng_VIP Routing method to be Bullseye routing, with 2 rings. Since you don't have ACD Skills, use "Disregard skills, next agent" for the Evaluation method, as shown in the screenshot below. Save the queue configuration. Then, under the Members Tab, add users either as single members or Group members and make sure that the "native" Agents are added as members on Ring1 and Agent A as a member on Ring 2.  With this, when the call is routed to Eng_VIP, it will wait 30 seconds on Ring1. If there are no IDLE agents on Ring1 for this interval, then it will expand the agent pool, and will include members from Ring2 (one of them Agent A). 

Please note that I assigned arbitrary timeouts for Ring1 (30 seconds) and Ring2 (10 seconds). 

Assign Queue members by adding them to a correct Ring Number:

hi Chris, we are not using Skill (be it language or ACD skill) in our environment. Only Queues are created to route to agents. In that case how can give one agent more priority over other for incoming interactions  ?

Hi Suraj,

to understand your question better: To use skills (low priorty for her, high priority for the other "native" angents) should do the job. What do you mean with "We are not using any Skills here."?