Genesys Cloud - Main

Hello community,

I need your help with configuring queue bullseye routing by removing skills from routing consideration.
In the Routing tab, I defined skills to be removed: skill A after 30 seconds, and skill B after next 30 seconds.
In the Members tab I added users (queue members), and for each user I set the Bullseye Ring Number value (in my case 1, 2 or 3). There is no option not to set Bullseye Ring Number value, neither disable it.

When inbound flow makes ACD transfer with the skills A and B to the queue, "skill logic" is ignored - if the user is defined with Bullseye Ring Number = 1, it receives call immediately, no matter which skills it has.

How can I configure bullseye routing that takes into account skills, and ignores the Bullseye Ring Number parameter?

Thanks,

Irina

Hello community,

I need your help with configuring queue bullseye routing by removing skills from routing consideration.
In the Routing tab, I defined skills to be removed: skill A after 30 seconds, and skill B after next 30 seconds.
In the Members tab I added users (queue members), and for each user I set the Bullseye Ring Number value (in my case 1, 2 or 3). There is no option not to set Bullseye Ring Number value, neither disable it.

When inbound flow makes ACD transfer with the skills A and B to the queue, "skill logic" is ignored - if the user is defined with Bullseye Ring Number = 1, it receives call immediately, no matter which skills it has.

How can I configure bullseye routing that takes into account skills, and ignores the Bullseye Ring Number parameter?

Thanks,

Irina

Hello Nico,

thank you for your answer.

Can you please clarify the following moments:

1. At the last step I want to choose any queue member, why it is not recommended to set the Disregard skills, next agent option in this case?
2. When the inbound flow makes ACD transfer to the queue with bullseye routing, is it still needed to pass Skill A and Skill B to ACD transfer action? Or it is enough to define Bullseye Ring Number value for each member? 

Thanks,

Irina

Hello community,

I need your help with configuring queue bullseye routing by removing skills from routing consideration.
In the Routing tab, I defined skills to be removed: skill A after 30 seconds, and skill B after next 30 seconds.
In the Members tab I added users (queue members), and for each user I set the Bullseye Ring Number value (in my case 1, 2 or 3). There is no option not to set Bullseye Ring Number value, neither disable it.

When inbound flow makes ACD transfer with the skills A and B to the queue, "skill logic" is ignored - if the user is defined with Bullseye Ring Number = 1, it receives call immediately, no matter which skills it has.

How can I configure bullseye routing that takes into account skills, and ignores the Bullseye Ring Number parameter?

Thanks,

Irina

Hello Nico,

thank you for your answer.

Can you please clarify the following moments:

1. At the last step I want to choose any queue member, why it is not recommended to set the Disregard skills, next agent option in this case?
2. When the inbound flow makes ACD transfer to the queue with bullseye routing, is it still needed to pass Skill A and Skill B to ACD transfer action? Or it is enough to define Bullseye Ring Number value for each member? 

Thanks,

Irina

Hello community,

I need your help with configuring queue bullseye routing by removing skills from routing consideration.
In the Routing tab, I defined skills to be removed: skill A after 30 seconds, and skill B after next 30 seconds.
In the Members tab I added users (queue members), and for each user I set the Bullseye Ring Number value (in my case 1, 2 or 3). There is no option not to set Bullseye Ring Number value, neither disable it.

When inbound flow makes ACD transfer with the skills A and B to the queue, "skill logic" is ignored - if the user is defined with Bullseye Ring Number = 1, it receives call immediately, no matter which skills it has.

How can I configure bullseye routing that takes into account skills, and ignores the Bullseye Ring Number parameter?

Thanks,

Irina

Hello Nico,

thank you for your answer.

Can you please clarify the following moments:

1. At the last step I want to choose any queue member, why it is not recommended to set the Disregard skills, next agent option in this case?
2. When the inbound flow makes ACD transfer to the queue with bullseye routing, is it still needed to pass Skill A and Skill B to ACD transfer action? Or it is enough to define Bullseye Ring Number value for each member? 

Thanks,

Irina

Hello community,

I need your help with configuring queue bullseye routing by removing skills from routing consideration.
In the Routing tab, I defined skills to be removed: skill A after 30 seconds, and skill B after next 30 seconds.
In the Members tab I added users (queue members), and for each user I set the Bullseye Ring Number value (in my case 1, 2 or 3). There is no option not to set Bullseye Ring Number value, neither disable it.

When inbound flow makes ACD transfer with the skills A and B to the queue, "skill logic" is ignored - if the user is defined with Bullseye Ring Number = 1, it receives call immediately, no matter which skills it has.

How can I configure bullseye routing that takes into account skills, and ignores the Bullseye Ring Number parameter?

Thanks,

Irina

Jan and Nico, thank you very much for the explanation.

Now I better understand how it works, but I still have one question.

Suppose the evaluation method is set to All skills matching, but by mistake, for user with only skill B Bullseye Ring Number is set to 1.

What happens when inbound flow makes ACD transfer to the queue with skills A and B? Does this user receive call immediately, or after 30 seconds (when the skill A is removed)?

I mean, which parameter has higher priority, Bullseye Ring Number or skills?

Thanks,

Irina

Hello Nico,

thank you for your answer.

Can you please clarify the following moments:

1. At the last step I want to choose any queue member, why it is not recommended to set the Disregard skills, next agent option in this case?
2. When the inbound flow makes ACD transfer to the queue with bullseye routing, is it still needed to pass Skill A and Skill B to ACD transfer action? Or it is enough to define Bullseye Ring Number value for each member? 

Thanks,

Irina

Hello community,

I need your help with configuring queue bullseye routing by removing skills from routing consideration.
In the Routing tab, I defined skills to be removed: skill A after 30 seconds, and skill B after next 30 seconds.
In the Members tab I added users (queue members), and for each user I set the Bullseye Ring Number value (in my case 1, 2 or 3). There is no option not to set Bullseye Ring Number value, neither disable it.

When inbound flow makes ACD transfer with the skills A and B to the queue, "skill logic" is ignored - if the user is defined with Bullseye Ring Number = 1, it receives call immediately, no matter which skills it has.

How can I configure bullseye routing that takes into account skills, and ignores the Bullseye Ring Number parameter?

Thanks,

Irina