Genesys Cloud - Main

Hi,

Is there any option to Skip Time Interval in Skill level Target while in queue if nobody logged in for that skill level if we use Bullseye routing?

Example: Agent1 has Accounts Skill with 5 and Agent 2 has Accounts Skill with 4. And Call targets to the Accounts queue with Bulls Eye Routing where Agent 1 not logged in. So call goes into queue and waiting for the defined Time Interval for Accounts Skill level 5 before it targets to Accounts Skill level 4 where Agent 2 is logged in.

Is there any way we can skip the Time Interval for level 5 so that Customer does not need to wait Time Interval and directly target level 4.

Regards,

Jeevan.

Hi Jeevan,

This functionality doesn't currently exist, however it has been requested.  Here's the idea that is being evaluated:  https://genesyscloud.ideas.aha.io/ideas/INB-I-1273

Hi,

Is there any option to Skip Time Interval in Skill level Target while in queue if nobody logged in for that skill level if we use Bullseye routing?

Example: Agent1 has Accounts Skill with 5 and Agent 2 has Accounts Skill with 4. And Call targets to the Accounts queue with Bulls Eye Routing where Agent 1 not logged in. So call goes into queue and waiting for the defined Time Interval for Accounts Skill level 5 before it targets to Accounts Skill level 4 where Agent 2 is logged in.

Is there any way we can skip the Time Interval for level 5 so that Customer does not need to wait Time Interval and directly target level 4.

Regards,

Jeevan.

This has been an idea for several years now. Has anyone out there been able to find a viable workaround for this?

Hi Jeevan,

This functionality doesn't currently exist, however it has been requested.  Here's the idea that is being evaluated:  https://genesyscloud.ideas.aha.io/ideas/INB-I-1273

Hi,

Is there any option to Skip Time Interval in Skill level Target while in queue if nobody logged in for that skill level if we use Bullseye routing?

Example: Agent1 has Accounts Skill with 5 and Agent 2 has Accounts Skill with 4. And Call targets to the Accounts queue with Bulls Eye Routing where Agent 1 not logged in. So call goes into queue and waiting for the defined Time Interval for Accounts Skill level 5 before it targets to Accounts Skill level 4 where Agent 2 is logged in.

Is there any way we can skip the Time Interval for level 5 so that Customer does not need to wait Time Interval and directly target level 4.

Regards,

Jeevan.