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  • 1.  Vote for the ability for multiple users to get alerted of a queue call

    Posted 20 days ago

    In the ideas portal, there is CERTNG-I-2134 which is an idea to allow multiple users get notified of a queue call at the same time. This is how we are looking to have our leadership queue work. We want to have a skill and have the agents phone call ring to the assistants first and then the managers after 30 seconds. 

    Bullseye routing seemed to do this based off of the resource article, but it rings one person at a time and not at the same time. 

    Add your comments and other use cases, but this will help hopefully get some traction on this idea as we may go back to using Cisco for our management queue instead of Cloud. 


    #Routing(ACD/IVR)

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    Dylan R
    Contact Center Systems Administrator
    Visions Federal Credit Union
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  • 2.  RE: Vote for the ability for multiple users to get alerted of a queue call
    Best Answer

    Posted 20 days ago

    Hello Dylan, 

    Voted! Here is the link: https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2134. 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Vote for the ability for multiple users to get alerted of a queue call

    Posted 20 days ago

    Thank you so much, Cameron! 



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    Dylan R
    Contact Center Systems Administrator
    Visions Federal Credit Union
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    Original Message


  • 4.  RE: Vote for the ability for multiple users to get alerted of a queue call

    Posted 20 days ago
    I'm not sure I fully agree with this approach for queue-based routing scenarios.
    If multiple agents are simultaneously alerted for the same interaction, this could create side effects on queue availability and agent utilization, since several users may appear occupied or interrupted for a single call attempt.
     
    For leadership or escalation use cases, one alternative could be using Group Ring instead of Queue routing, since it already supports simultaneous ringing behavior without impacting queue logic in the same way.
     
    Bullseye routing was designed to preserve queue efficiency by expanding the candidate pool progressively rather than notifying everyone at once.


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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  • 5.  RE: Vote for the ability for multiple users to get alerted of a queue call

    Posted 20 days ago

    Hi Kaio, 

    Thank you for your perspective!

    I definitely understand there would need to be some configuration with multiple users being alerted.

    In my research, I did find this group ring to be a possibility, but we really like the reporting and data that comes with the queue.

    Thanks for your comment! 



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    Dylan R
    Contact Center Systems Administrator
    Visions Federal Credit Union
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    Original Message


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