Genesys Cloud - Main

Deployment day! Operations is noticing that some chatters are getting more chats than others. How do we follow the path of routing for our web messages or understand that configurations? The agents are also skilled for handling emails within the suite. Tired to look at the resource articles without success. Thanks, Brett 

#DigitalChannels

------------------------------
Brett Gader
Amica Mutual Insurance Co.
------------------------------

Hello Brett,

It depends a bit on how you configured utilization when doing media blending.

But as default Genesys routes to the agent that has the longest time since they got an interaction.

If agents can handle multiple interactions at the same time, for example 2 chats, or 1 chat and 1 e-mail you'll occasionally end up with one agent getting 2 interactions while another has none.

If you want interactions to be more evenly distributed I've found that the Organisation wide setting Routing Includes Agent Presence seems to help, since it will then base the distribution on when the agents presence changed.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------