Genesys Cloud - Main

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

I think the first part should be changed, as "ACD considers the 100 agents with the longest time since last interaction." says it doesn't even consider skills when picking the first 100 agents.

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

Jan, David,

In most cases it probably doesn't matter, but in edge cases it could make a HUGE difference whether the system filters by Skills first then selects the top 100, or selects the top 100 then filters by skills. IMHO, the first makes more sense, but the latter is probably computationally more efficient, and so may be what the developers went for.

Can we get absolute clarification on this?

Thank you.

I think the first part should be changed, as "ACD considers the 100 agents with the longest time since last interaction." says it doesn't even consider skills when picking the first 100 agents.

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

Yes, I can confirm the docs are right on this one.  

1. Takes the 100 agents with longest time since last interaction
2. Filters for required skills
3. Finds agent(s) with highest average proficiency 
4. If >1 agent with same average proficiency, selects agent with longest time since last interaction

As Paul says - this is for efficiency of the operation.

Jan, David,

In most cases it probably doesn't matter, but in edge cases it could make a HUGE difference whether the system filters by Skills first then selects the top 100, or selects the top 100 then filters by skills. IMHO, the first makes more sense, but the latter is probably computationally more efficient, and so may be what the developers went for.

Can we get absolute clarification on this?

Thank you.

I think the first part should be changed, as "ACD considers the 100 agents with the longest time since last interaction." says it doesn't even consider skills when picking the first 100 agents.

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

So, to be clear, if I had (say) 101 agents, but only one of them has a certain skill and that agent had been available the least time, an interaction requiring that skill would wait, even if the agent were available? (Obviously, more agents could make this worse.)

As I said, I appreciate this is an extreme edge case, but nevertheless it could happen in larger call centers. Switching steps 1 & 2 would eliminate this.

Should I create an Idea?

Yes, I can confirm the docs are right on this one.  

1. Takes the 100 agents with longest time since last interaction
2. Filters for required skills
3. Finds agent(s) with highest average proficiency 
4. If >1 agent with same average proficiency, selects agent with longest time since last interaction

As Paul says - this is for efficiency of the operation.

Jan, David,

In most cases it probably doesn't matter, but in edge cases it could make a HUGE difference whether the system filters by Skills first then selects the top 100, or selects the top 100 then filters by skills. IMHO, the first makes more sense, but the latter is probably computationally more efficient, and so may be what the developers went for.

Can we get absolute clarification on this?

Thank you.

I think the first part should be changed, as "ACD considers the 100 agents with the longest time since last interaction." says it doesn't even consider skills when picking the first 100 agents.

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

Yes, that's what would happen, though it's likely the 'wait' would be in the order of milliseconds, so not sure if there's any significant impact.

Worth remembering though that (per the description in the table under 'Evaluation and routing combinations') if we don't find an agent in the first 100, we don't keep taking batches of 100 and evaluating them.  For expediency we'll just find the next agent who has the skills and assign them, regardless of proficiency.

So, to be clear, if I had (say) 101 agents, but only one of them has a certain skill and that agent had been available the least time, an interaction requiring that skill would wait, even if the agent were available? (Obviously, more agents could make this worse.)

As I said, I appreciate this is an extreme edge case, but nevertheless it could happen in larger call centers. Switching steps 1 & 2 would eliminate this.

Should I create an Idea?

Yes, I can confirm the docs are right on this one.  

1. Takes the 100 agents with longest time since last interaction
2. Filters for required skills
3. Finds agent(s) with highest average proficiency 
4. If >1 agent with same average proficiency, selects agent with longest time since last interaction

As Paul says - this is for efficiency of the operation.

Jan, David,

In most cases it probably doesn't matter, but in edge cases it could make a HUGE difference whether the system filters by Skills first then selects the top 100, or selects the top 100 then filters by skills. IMHO, the first makes more sense, but the latter is probably computationally more efficient, and so may be what the developers went for.

Can we get absolute clarification on this?

Thank you.

I think the first part should be changed, as "ACD considers the 100 agents with the longest time since last interaction." says it doesn't even consider skills when picking the first 100 agents.

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

Thanks for the clarification David.  Each page of the documentation says something slightly different, so interpreting it all is hard.  Your explanation is quite clear.  It would be great to see the documentation reflect your description.

Is the calculation for the proficiency the following then?
(Sum of Required Skills Rating + Required Language Rating) / (Number of Required Skills + Language)

Following this, if there is more than one agent with the same rating, the idle time would determine who gets the call.

Can I also request that the following documentation be changed as well?  The word "similar" suggests that time since last interaction plays into the calculation.  If someone has a proficiency of 75% and the other of 78%, this could be considered similar, and therefore suggests that idle time plays into determining who, out of these agents, gets the call.
"Best available skills – The agent with the highest proficiency (for example, an agent with a 5 star rating over another agent with a 3 star rating) will be selected. If two or more agents have similar high proficiency, the agent who has the highest time since last interaction is selected for the new incoming interaction."
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

Totally fair comment Jennifer, I'll add that to my comments on the docs.

Thanks for the clarification David.  Each page of the documentation says something slightly different, so interpreting it all is hard.  Your explanation is quite clear.  It would be great to see the documentation reflect your description.

Is the calculation for the proficiency the following then?
(Sum of Required Skills Rating + Required Language Rating) / (Number of Required Skills + Language)

Following this, if there is more than one agent with the same rating, the idle time would determine who gets the call.

Can I also request that the following documentation be changed as well?  The word "similar" suggests that time since last interaction plays into the calculation.  If someone has a proficiency of 75% and the other of 78%, this could be considered similar, and therefore suggests that idle time plays into determining who, out of these agents, gets the call.
"Best available skills – The agent with the highest proficiency (for example, an agent with a 5 star rating over another agent with a 3 star rating) will be selected. If two or more agents have similar high proficiency, the agent who has the highest time since last interaction is selected for the new incoming interaction."
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction? 

One additional follow up question David - can you confirm that average proficiency is calculated only on the required skills for the interaction, and not an average of all skills assigned to the agent?

Totally fair comment Jennifer, I'll add that to my comments on the docs.

Thanks for the clarification David.  Each page of the documentation says something slightly different, so interpreting it all is hard.  Your explanation is quite clear.  It would be great to see the documentation reflect your description.

Is the calculation for the proficiency the following then?
(Sum of Required Skills Rating + Required Language Rating) / (Number of Required Skills + Language)

Following this, if there is more than one agent with the same rating, the idle time would determine who gets the call.

Can I also request that the following documentation be changed as well?  The word "similar" suggests that time since last interaction plays into the calculation.  If someone has a proficiency of 75% and the other of 78%, this could be considered similar, and therefore suggests that idle time plays into determining who, out of these agents, gets the call.
"Best available skills – The agent with the highest proficiency (for example, an agent with a 5 star rating over another agent with a 3 star rating) will be selected. If two or more agents have similar high proficiency, the agent who has the highest time since last interaction is selected for the new incoming interaction."
https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

Paul is correct, and the documentation from my point of view is also correct though could be clearer.  It has the right words but not necessarily in the right order.  It should read:

"ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency.  From those, ACD selects the agent with the longest time since last interaction (as it is possible for multiple agents to have the same average skill proficiency)."

I'll look at getting that changed.

I'm hoping the documentation is just unclear on this as from the description it first selects the 100 longest idle agents and then looks for skills among them which doesn't make much sense.

ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Might be worth checking with support or documentation team if this is actually how it works.

@Jennifer DiCesare kind of.

It takes the 100 agents who have been idle the longest, who have all the required skills, and then looks at their skill proficiencies, the agent with the highest average proficiency (based on the skills the interaction requires) is selected. So the idle time is not directly involved in the calculation.

This is quite different to how PureConnect does it. In that case it's a score calculation for each agent and yes, idle time is directly incorporated into that calculation.

HTH

From what I understand, part of the Proficiency calculation also comes from the time the agent was idle.  Although I have found no documentation on the actual calculation being used, so it's hard to determine how much this impacts the Proficiency rating.

It would be nice if Genesys would publish the calculation or comment more on how impactful idle time is in the calculation.

I am a little bit confused by the wording in the Genesys docs. The "best available skills" routing method says this: ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).

When it says highest average skill proficiency - is this only in regards to the required skills for that particular interaction? Or are they considering all of the skills an agent has - even those that aren't necessary for a given interaction?