Nichole,
It's important to understand that when choosing an interaction to give to an Agent, Genesys Cloud simply looks at a list of all eligible interactions (i.e. that the agent is appropriately skilled for. Taking into account Bullseye and Preferred Agent etc.) across all queues they are active in and then selects the "best" interaction from that combined list. Whether all the interactions are in one queue, or spread out across 10, shouldn't make much difference.
As David said, this will all boil down to your Utilization settings
One thing that does not (currently) factor in is Skill Proficiency when choosing between interactions. There is an idea on Aha for this, if you are interested.
HTH
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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 08-28-2023 08:52
From: Nichole Conway
Subject: Agents Assigned to Multiple Queues with Different Media Types
Perfect, thank you!
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Nichole Conway
State of Missouri
Original Message:
Sent: 08-28-2023 08:28
From: David Farrell
Subject: Agents Assigned to Multiple Queues with Different Media Types
Nichole, that behaviour will be governed by how you configure utilization (including interrupt rules) https://help.mypurecloud.com/articles/configure-utilization-at-the-org-level/. The evaluation of which agent with available capacity will receive the interaction (or which interaction an agent will receive) will then use the evaluation rules in the article you posted.
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David Farrell
Genesys - Employees
Original Message:
Sent: 08-22-2023 11:22
From: Nichole Conway
Subject: Agents Assigned to Multiple Queues with Different Media Types
We have a queue that handles live chat interactions and we have several phone queues. The customer wants to assign agents to both phone queues and chat interactions. Will the system try to send the agent both a chat interaction and a voice interaction at the same time? Or will it still use the evaluation method described here Set up a Transfer to ACD action - Genesys Cloud Resource Center
| Genesys Cloud Resource Center | remove preview |
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Thanks for you help!
#Routing(ACD/IVR)
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Nichole Conway
State of Missouri
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