Genesys Cloud - Main

Hello all,

A question regarding routing that can be interpreted in different ways. Based on the information available, we assume it works this way, but one could also interpret it differently-specifically, that the system first looks at the Last Interaction before distributing calls, not only within the selection of the 100 agents but also when assigning the call to any agent with the required skill before considering the skill proficiency.

This is our interpretation; can someone confirm if this is correct?

Standard Routing - Best Skill Available:

• The system selects the top 100 agents based on the longest time since they last handled an interaction (either a connect or disconnect). The Agent Score is calculated as the time since the last handled interaction in milliseconds, looking back a maximum of 7 days.
• From these 100 agents, the one with the highest Proficiency Score (sum of proficiencies for all skills assigned to the interaction: ACD skills & language skills) is chosen. If there's a tie in proficiency scores, the agent with the highest Agent Score is selected.
• An agent with a higher Agent Score is only chosen over one with a higher Proficiency Score if there are more than 100 agents available and those with the highest proficiency scores are not in the top 100.
• The system considers all agents with the required skills and calculates their proficiency (average stars). The interaction is assigned to the agent with the highest overall proficiency. In case of a tie, the agent's availability time is used as a tiebreaker.

Hi Ruud,

I believe your interpretation is correct based on the resource center article Evaluation and routing combinations

Hello all,

A question regarding routing that can be interpreted in different ways. Based on the information available, we assume it works this way, but one could also interpret it differently-specifically, that the system first looks at the Last Interaction before distributing calls, not only within the selection of the 100 agents but also when assigning the call to any agent with the required skill before considering the skill proficiency.

This is our interpretation; can someone confirm if this is correct?

Standard Routing - Best Skill Available:

• The system selects the top 100 agents based on the longest time since they last handled an interaction (either a connect or disconnect). The Agent Score is calculated as the time since the last handled interaction in milliseconds, looking back a maximum of 7 days.
• From these 100 agents, the one with the highest Proficiency Score (sum of proficiencies for all skills assigned to the interaction: ACD skills & language skills) is chosen. If there's a tie in proficiency scores, the agent with the highest Agent Score is selected.
• An agent with a higher Agent Score is only chosen over one with a higher Proficiency Score if there are more than 100 agents available and those with the highest proficiency scores are not in the top 100.
• The system considers all agents with the required skills and calculates their proficiency (average stars). The interaction is assigned to the agent with the highest overall proficiency. In case of a tie, the agent's availability time is used as a tiebreaker.

Thank you for the confirmation.This helps in understanding the mechanism.

However, in our tests, we see that calls are still being assigned to users who both have an ACD skill rating of 4, but different language skill ratings (one with 2 and the other with 4). When both are available, the call is routed to the user with the combination of ACD skill 4 and language skill 2. There are also fewer than 100 agents in the queue.

Our queue routing settings are as follows:

Scoring Method: Conversation score
Routing Method: Standard
Evaluation: Best skill available
Is there any modification we need to make? Or are there any hidden configurations that are only accessible to developers?

Hi Ruud,

I believe your interpretation is correct based on the resource center article Evaluation and routing combinations

Hello all,

A question regarding routing that can be interpreted in different ways. Based on the information available, we assume it works this way, but one could also interpret it differently-specifically, that the system first looks at the Last Interaction before distributing calls, not only within the selection of the 100 agents but also when assigning the call to any agent with the required skill before considering the skill proficiency.

This is our interpretation; can someone confirm if this is correct?

Standard Routing - Best Skill Available:

• The system selects the top 100 agents based on the longest time since they last handled an interaction (either a connect or disconnect). The Agent Score is calculated as the time since the last handled interaction in milliseconds, looking back a maximum of 7 days.
• From these 100 agents, the one with the highest Proficiency Score (sum of proficiencies for all skills assigned to the interaction: ACD skills & language skills) is chosen. If there's a tie in proficiency scores, the agent with the highest Agent Score is selected.
• An agent with a higher Agent Score is only chosen over one with a higher Proficiency Score if there are more than 100 agents available and those with the highest proficiency scores are not in the top 100.
• The system considers all agents with the required skills and calculates their proficiency (average stars). The interaction is assigned to the agent with the highest overall proficiency. In case of a tie, the agent's availability time is used as a tiebreaker.