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  • 1.  Standard Routing - best available skills

    Posted 2 hours ago

    Hello all, 

    We have set on our Senior queue: Standard Routing - Best available skills.

    My understanding of this routing is the following:

    When an interaction is about to be offered, Genesys Cloud:

    • Looks at up to the top 100 agents by time since last handled interaction.
    • Filters to those with all required skills.
    • Picks the agent with the highest average proficiency in the required skills; if tied, uses time since last handled interaction as the tiebreaker.

    However, on our Senior queue in the last week we have only had two agents on queue:

    • Senior One - 5 stars
    • Senior Two - 1 star

    We are experience this issue:

    Senior One has been taking calls since 8am that morning, 

    Senior Two came on queue 9am and received the next call even though Senior One has been available sitting idle for the last 30 minutes.

    Senior One is on multiple queues with multiple 5 star proficiencies, whereas Senior Two is only on this queue with 1 star.

    Senior One completely outweighs Senior Two in highest average skill proficiency, so I would have expected Senior One to receive the call not Senior Two.

    Is there something I am missing?

     #Routing(ACD/IVR)


    #Routing(ACD/IVR)

    ------------------------------
    Naidene Sartori
    Library Content Development, Logistics Officer
    ------------------------------


  • 2.  RE: Standard Routing - best available skills

    Posted 42 minutes ago

    Hi Naidene,

    If I'm not mistaken, the metric for "time since last handled interaction" is quite literally the last time the user handled an interaction (doesn't matter if it was a week ago), so in your case it will prioritize Senior Two when he logins, because the last time he handled an interaction was the day before, while Senior One was on a call just a few minutes ago.

    This can be changed to be more in line with what you seem to want on this setting:

    If you enable the above setting, Senior 1 should get the next call after Senior 2 logins, if he was already idle before Senior 2 got there.



    ------------------------------
    Marcello Jabur
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    Original Message


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