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  • 1.  ACD Interaction Score

    Posted 08-31-2022 08:10
    No replies, thread closed.
    Hello All,

    Does anyone know where the ACD Interaction score is calculated and how we can view this using the API? I want to see how the system decided on what agent to use. Thanks.
    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Matthew Raleigh
    Contact Center Engineer L3
    Broker Solutions, Inc. DBA New American Funding
    ------------------------------


  • 2.  RE: ACD Interaction Score

    Posted 08-31-2022 09:10
    No replies, thread closed.
    Here is the official line:  Genesys Cloud ACD processing - Genesys Cloud Resource Center (mypurecloud.com)

    With GCx, you have so many options and the ability to overlay many variables to match routing for every business case.  Are you looking to do something specific?

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: ACD Interaction Score

    Posted 08-31-2022 09:27
    No replies, thread closed.
    Hi Robert,

    Thanks for your response. 

    We do not have our org in full swing yet. In anticipation of upcoming events, I would like to see how the system actually calculates the score.  I understand how it works but wanted to see that within the system. Thanks.

    ------------------------------
    Matthew Raleigh
    Contact Center Engineer L2
    Broker Solutions, Inc. DBA New American Funding
    ------------------------------

    Original Message


  • 4.  RE: ACD Interaction Score

    Posted 08-31-2022 10:33
    No replies, thread closed.
    That link and this one are the only ones I know of: Genesys Cloud ACD concepts - Genesys Cloud Resource Center (mypurecloud.com)

    ACD routing is mainly a point system like in PureConnect but with simpler rules around the points.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: ACD Interaction Score

    Posted 12-09-2022 15:11
    No replies, thread closed.

    Some info here regarding the conversation score:

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=d9f7a4f7-6ba4-4b9a-ae24-08c88cd5bb16&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4#bmd9f7a4f7-6ba4-4b9a-ae24-08c88cd5bb16

    Short answer on seeing the actual agent calculations for a conversation is, you cannot. It is not logged anywhere. Not even engineers at Genesys can get it. The back end Sumo logging only shows which agent was selected and how many were considered, but for space considerations they don't log all tghe calculations.



    ------------------------------
    George Ganahl GCP (Genesys Cloud)
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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