Genesys Cloud - Main

Hello All - 

I am looking for some ideas and feedback on how we can implement skill based routing in our call center by replacing existing Standard Routing Method. Below I've a brief overview of how our current set up is. Any feedback or responses will be deeply appreciated!  

Current Setup: We have a 1:1 set up for Queue : Skill. Meaning for each queue we have a corresponding skill. And we have plenty of queues (35+) where agents are assigned based on the LOBs so they handle calls for any questions a caller might be calling about like question about a doc, question about claims, payments etc.. and in our IVR we upfront ask the caller what is the reason for call and then route the call accordingly to the longest idle agent assigned to that queue - based on the DNIS they dialed. And similarly on WFM side we have Staffing Groups and Planning groups per queue. 

Having said that, we are planning to pivot to Tiered Agent support model where we would like certain agents to handle calls related to specific intents and then  tier2 agents will be kind of catch all or handle other specific intents and tier 3 can be escalations. So looking if there is a way in Genesys we can achieve this without changing Queue Structure too much and not let our Transfer rate go through the roof as we are suspecting that transfer rate might increase when we try implement tiered based model. 

#Routing(ACD/IVR)

-------------------------------------------

Hi Suyog,

Good question, I am looking forwards to community input on this one.

Can I ask what methods you have considered and maybe a bit more information on what you are trying to achieve? Routing and evaluation methods

------------------------------
Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
------------------------------

We would need a bit more info to give a more detailed recommendation, but for the basics:

Look at Bullseye routing where you put Skill Expression Groups as the ring membership, building those groups based upon what skills and skill proficiencies you want the groupings to have.

You can also do Preferred Agent Routing which then feeds to the Bullseye Routing.

Escalations would probably be handled by Preferred Agent Routing so you can designate which specific agents should get routed those interactions first, presuming you want to keep everything in the same queue.

But, as I said, more detailed info is needed to build a good, solid routing plan.

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