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  • 1.  Standard Routing - best available skills

    Posted 22 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 20 hours ago
    Edited by Marcello Jabur 5 hours 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.

    EDIT: Also, just to clarify, I didn't take into consideration the skill levels mentioned in your question, I only focused on the "last time since last handled interaction". But as Jason has mentioned below, there are considerations to be taken in regards to the skill as well. Check his answer for more details on that!



    ------------------------------
    Marcello Jabur
    ------------------------------

    Original Message


  • 3.  RE: Standard Routing - best available skills
    Best Answer

    Posted 9 hours ago

    Naidene,

    This can happen when calls get into your queue without having the appropriate skill assigned to them.  Since there is no skill, all agents in the queue are used in the routing evaluation.  

    Usually this happens for one of these reasons, the call was transferred to the queue directly by another agent and no skill is assigned.  Or there was a path to this queue through the flow where the skill was not set.  

    And since "Routing Includes Agent Presence"  is set to off,  Senior 2 rep was considered first for the call since it was the longest time since their last interaction.  Turning this setting on, would have caused the call to route to Senior 1 rep, but this setting also makes it easier for reps to avoid calls by going on and off queue. 



    ------------------------------
    Jason Tripp
    Business Technology Solutions Architect
    ------------------------------

    Original Message


  • 4.  RE: Standard Routing - best available skills

    Posted 46 minutes ago

    Hi Jason and Marcello, 

    Thank you both for your responses.

    Apologies, I didn't state very clearly in my original post.

    They are assigned a skill.

    Both agents are assigned the same ACD skill in Genesys, but they have different proficiency ratings - Senior 1 is rated 5 stars, and Senior 2 is rated 1 star. 
    The call flow is using the assigned ACD skill to route the interactions.

    I will take a look at this setting "routing includes agent presence" this could solve some problems for us!



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

    Original Message


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