Genesys Cloud - Main

Hi,

In our Org we are struggling to fulfill a call distribution requirement: First calls to be answered by Team Agents are the ones where their skill have Proficiency 5 (even if there are older calls waiting).

Imagine that:

Agents from Team A have Skill A proficiency 5 and Skill B proficiency 3.
Agents from Team B have Skill A proficiency 3 and Skill B proficiency 5.

All agents are interacting.

11:00 Call 1 with skill B arrives.
11:01 Call 2 with Skill A arrives.

An Agent from Team A becomes Idle. Call 2 should be presented to the Agent even if it's not the oldest one.

The idea is that each team will answer their "own" calls first (where they are experts - proficiency 5) and if no calls then help other teams 
(where they have the skill/queue but they are not Experts - proficiency not 5). Team A will keep answering calls with Skill A even if there are older calls waiting.

We are using Bullseye Routing with Skillgroups, but moving between rings wastes unnecessary time.
We have also tried another approach that almost worked which was when a call arrive, check if we have idle agents with queue and skill and, if not, check if there are idle agentes only with the queue and, if yes, remove the skill which delivers them the call, else remain on queue with skill. Then do this check again on the loop every x seconds. 
Problem here is timing. if we have a call looping for 5min and a new call arrives between the loop checking, as we do this check when the call arrives, the new call is presented first to the agent instead of the older call.

Any help would be very much appreciated.

Best regards,

Jorge Baptista

#Routing(ACD/IVR)

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal
------------------------------

Hi Jorge,

Please see this idea (and up-vote it!) which requests exactly the functionality I believe you are looking for.

HTH

Hi,

In our Org we are struggling to fulfill a call distribution requirement: First calls to be answered by Team Agents are the ones where their skill have Proficiency 5 (even if there are older calls waiting).

Imagine that:

Agents from Team A have Skill A proficiency 5 and Skill B proficiency 3.
Agents from Team B have Skill A proficiency 3 and Skill B proficiency 5.

All agents are interacting.

11:00 Call 1 with skill B arrives.
11:01 Call 2 with Skill A arrives.

An Agent from Team A becomes Idle. Call 2 should be presented to the Agent even if it's not the oldest one.

The idea is that each team will answer their "own" calls first (where they are experts - proficiency 5) and if no calls then help other teams 
(where they have the skill/queue but they are not Experts - proficiency not 5). Team A will keep answering calls with Skill A even if there are older calls waiting.

We are using Bullseye Routing with Skillgroups, but moving between rings wastes unnecessary time.
We have also tried another approach that almost worked which was when a call arrive, check if we have idle agents with queue and skill and, if not, check if there are idle agentes only with the queue and, if yes, remove the skill which delivers them the call, else remain on queue with skill. Then do this check again on the loop every x seconds. 
Problem here is timing. if we have a call looping for 5min and a new call arrives between the loop checking, as we do this check when the call arrives, the new call is presented first to the agent instead of the older call.

Any help would be very much appreciated.

Best regards,

Jorge Baptista

#Routing(ACD/IVR)

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal
------------------------------

Hi Paul,

thanks for the update, have already voted on the idea.

Meanwhile, any thoughts or workarounds?

many thanks,

Hi Jorge,

Please see this idea (and up-vote it!) which requests exactly the functionality I believe you are looking for.

HTH

Hi,

In our Org we are struggling to fulfill a call distribution requirement: First calls to be answered by Team Agents are the ones where their skill have Proficiency 5 (even if there are older calls waiting).

Imagine that:

Agents from Team A have Skill A proficiency 5 and Skill B proficiency 3.
Agents from Team B have Skill A proficiency 3 and Skill B proficiency 5.

All agents are interacting.

11:00 Call 1 with skill B arrives.
11:01 Call 2 with Skill A arrives.

An Agent from Team A becomes Idle. Call 2 should be presented to the Agent even if it's not the oldest one.

The idea is that each team will answer their "own" calls first (where they are experts - proficiency 5) and if no calls then help other teams 
(where they have the skill/queue but they are not Experts - proficiency not 5). Team A will keep answering calls with Skill A even if there are older calls waiting.

We are using Bullseye Routing with Skillgroups, but moving between rings wastes unnecessary time.
We have also tried another approach that almost worked which was when a call arrive, check if we have idle agents with queue and skill and, if not, check if there are idle agentes only with the queue and, if yes, remove the skill which delivers them the call, else remain on queue with skill. Then do this check again on the loop every x seconds. 
Problem here is timing. if we have a call looping for 5min and a new call arrives between the loop checking, as we do this check when the call arrives, the new call is presented first to the agent instead of the older call.

Any help would be very much appreciated.

Best regards,

Jorge Baptista

#Routing(ACD/IVR)

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal
------------------------------

Jorge,

Sadly, other than the options you mention, I have very little to suggest. I guess you could use the in-queue flow to re-queue the call without skills once it's been waiting, to avoid the second issue you mention?

HTH

Hi Paul,

thanks for the update, have already voted on the idea.

Meanwhile, any thoughts or workarounds?

many thanks,

Hi Jorge,

Please see this idea (and up-vote it!) which requests exactly the functionality I believe you are looking for.

HTH

Hi,

In our Org we are struggling to fulfill a call distribution requirement: First calls to be answered by Team Agents are the ones where their skill have Proficiency 5 (even if there are older calls waiting).

Imagine that:

Agents from Team A have Skill A proficiency 5 and Skill B proficiency 3.
Agents from Team B have Skill A proficiency 3 and Skill B proficiency 5.

All agents are interacting.

11:00 Call 1 with skill B arrives.
11:01 Call 2 with Skill A arrives.

An Agent from Team A becomes Idle. Call 2 should be presented to the Agent even if it's not the oldest one.

The idea is that each team will answer their "own" calls first (where they are experts - proficiency 5) and if no calls then help other teams 
(where they have the skill/queue but they are not Experts - proficiency not 5). Team A will keep answering calls with Skill A even if there are older calls waiting.

We are using Bullseye Routing with Skillgroups, but moving between rings wastes unnecessary time.
We have also tried another approach that almost worked which was when a call arrive, check if we have idle agents with queue and skill and, if not, check if there are idle agentes only with the queue and, if yes, remove the skill which delivers them the call, else remain on queue with skill. Then do this check again on the loop every x seconds. 
Problem here is timing. if we have a call looping for 5min and a new call arrives between the loop checking, as we do this check when the call arrives, the new call is presented first to the agent instead of the older call.

Any help would be very much appreciated.

Best regards,

Jorge Baptista

#Routing(ACD/IVR)

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal
------------------------------

Hi Paul,

Its precisely what we've tried to do but unfortunately, if the agent is giving support to multiple queues the call presented to him it may not be from the queue with the longest waiting call.

Jorge,

Sadly, other than the options you mention, I have very little to suggest. I guess you could use the in-queue flow to re-queue the call without skills once it's been waiting, to avoid the second issue you mention?

HTH

Hi Paul,

thanks for the update, have already voted on the idea.

Meanwhile, any thoughts or workarounds?

many thanks,

Hi Jorge,

Please see this idea (and up-vote it!) which requests exactly the functionality I believe you are looking for.

HTH

Hi,

In our Org we are struggling to fulfill a call distribution requirement: First calls to be answered by Team Agents are the ones where their skill have Proficiency 5 (even if there are older calls waiting).

Imagine that:

Agents from Team A have Skill A proficiency 5 and Skill B proficiency 3.
Agents from Team B have Skill A proficiency 3 and Skill B proficiency 5.

All agents are interacting.

11:00 Call 1 with skill B arrives.
11:01 Call 2 with Skill A arrives.

An Agent from Team A becomes Idle. Call 2 should be presented to the Agent even if it's not the oldest one.

The idea is that each team will answer their "own" calls first (where they are experts - proficiency 5) and if no calls then help other teams 
(where they have the skill/queue but they are not Experts - proficiency not 5). Team A will keep answering calls with Skill A even if there are older calls waiting.

We are using Bullseye Routing with Skillgroups, but moving between rings wastes unnecessary time.
We have also tried another approach that almost worked which was when a call arrive, check if we have idle agents with queue and skill and, if not, check if there are idle agentes only with the queue and, if yes, remove the skill which delivers them the call, else remain on queue with skill. Then do this check again on the loop every x seconds. 
Problem here is timing. if we have a call looping for 5min and a new call arrives between the loop checking, as we do this check when the call arrives, the new call is presented first to the agent instead of the older call.

Any help would be very much appreciated.

Best regards,

Jorge Baptista

#Routing(ACD/IVR)

------------------------------
Jorge Baptista
Europ Assistance S.A. – Sucursal em Portugal
------------------------------