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  • 1.  Unable to Remove/Change Bullseye Routing

    Posted 10-18-2023 13:50
    No replies, thread closed.

    Hello,

    For the past two days I have been attempting to change the routing on one of our queues from Bullseye to Preferred.  Every attempt has been unsuccessful.  I have removed all of the agents and tried to delete the queue as well, to no avail.  When I change the routing method to preferred and then save, an error popped up one time stating that Bullseye routing was configured.

    I have opened a ticket with Genesys support and was given a link for queue configuration and routing, which frustrates me because I did not ask for assistance for routing but help in removing the Bullseye routing ( I guess I needed to share my annoyance). 

    If anyone has run into this issue or has suggestions on how to sucessfully remove Bullseye routing or changing from Bullseye to a different routing type, please share you thoughts or suggestions.

    Thank you,
    Tina


    #Routing(ACD/IVR)
    #SystemAdministration

    ------------------------------
    Tina Yocum
    Nxstage Medical, Inc.
    ------------------------------


  • 2.  RE: Unable to Remove/Change Bullseye Routing

    Posted 10-18-2023 14:22
    No replies, thread closed.

    Did a quick test and am able to change the routing method from Bullseye to Preferred Agent/Standard.

    Is this happening to one specific queue? have you tried changing the routing methods for another queue to see if that works. i.e. changing from Standard to Bullseye then back to Standard. 

    Are you also saying that it didn't let you delete the queue with error "Bullseye routing configured"?



    ------------------------------
    Cheers
    Zubair
    ------------------------------



  • 3.  RE: Unable to Remove/Change Bullseye Routing

    Posted 10-23-2023 20:50
    No replies, thread closed.

    Hi,

    I also tested with a different queue and did not have any issues.  The believes there's still another ring with members and we have only had 2 rings for this queue.

    I am playing around with it and believe I may have found a way to basically "trick" the system.

    Thank you!



    ------------------------------
    Tina Yocum
    Nxstage Medical, Inc.
    ------------------------------

    Original Message


  • 4.  RE: Unable to Remove/Change Bullseye Routing

    Posted 10-19-2023 07:02
    No replies, thread closed.

    Hi Tina, try this…before switching the routing method, move all the members to ring 1 and then switch the routing.   If at least 1 member is in a ring other than 1, switching the routing method doesn't work.  At least that was my experience.  Good luck



    ------------------------------
    Luis Fajardo
    Life Extension
    ------------------------------



  • 5.  RE: Unable to Remove/Change Bullseye Routing

    Posted 10-23-2023 20:51
    No replies, thread closed.

    Hi,

    I actually tried what you suggested to no avail.  I am working on the issue now and believe I may have found a way to get past this.

    Thanks for you response, it is very much appreciated!



    ------------------------------
    Tina Yocum
    Nxstage Medical, Inc.
    ------------------------------

    Original Message


  • 6.  RE: Unable to Remove/Change Bullseye Routing

    Posted 10-19-2023 10:47
    No replies, thread closed.

    Tina, try saving to Standard first, then moving to Preferred and adding your agents.  Let me know if that doesn't work!



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    David Farrell
    Genesys - Employees
    ------------------------------



  • 7.  RE: Unable to Remove/Change Bullseye Routing

    Posted 10-23-2023 20:54
    No replies, thread closed.

    Hi,

    I actually tried that multiple times.  I am working on the issue right now and believe I may have found way around the issue.  I added a 3rd ring, saved my config and then made all agents part of the 1st ring, and then removed them all.  I am confident this will solve the issue.

    Thank you!



    ------------------------------
    Tina Yocum
    Nxstage Medical, Inc.
    ------------------------------

    Original Message


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