As Chris mentions you can use skills to prioritize who gets the different types of calls in each queue, and it is fairly easy in the Admin interface to change a user's skills (which will then affect the routing in all six queues right away).
The only drawback with using skills is it doesn't guarantee that the agent with the highest Phone skill, say, will get an incoming interaction first. Another factor in the routing calculation is Time since last handle, and it can fairly quickly override the skill score. So, if an agent with the lowest skill proficiency goes to lunch for half an hour, their score will most likely be higher than someone who has the highest skill proficiency assigned, and the agent coming off break will get the call even though they have the lowest proficiency.
Information on how the ACD routing works is in the resource Center...lots of info, but a good place to start is:
https://help.mypurecloud.com/articles/automatic-call-distribution-acd/https://help.mypurecloud.com/articles/interaction-routing-configuration/Skills and scoring in particular:
https://help.mypurecloud.com/articles/purecloud-acd-processing/Another option to consider would be Preferred Agent Routing. To achieve what you want and make it easier to change which agents are preferred for which queues, you'd probably need to use Data Tables that would contain the information, and retrieve the data from the tables to designate the preferred agents in an Architect flow...that would be pretty involved to set up, but would let someone go to one data table, probably, and make the changes in one place when agents shift roles.
https://help.mypurecloud.com/articles/advanced-routing-overview/https://help.mypurecloud.com/articles/work-with-data-tables/That's a lot of info, and probably overwhelming...so bite off a little at a time to chew on and see what matches best with your comfort level, and what is acceptable to you.
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 01-24-2020 09:28
From: Jerome van Loo
Subject: Change bullseye ring number for multiple queues
Thanks for your reply. Will this also work for multiple queues at the same time?
Our agents always have at least 6 queues activated.
Is there some documentation available on skills and priority?
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Jerome van Loo
KEMBIT B.V.
Original Message:
Sent: 01-24-2020 09:08
From: Chris Bohlin
Subject: Change bullseye ring number for multiple queues
Jerome/George - wanted to pass in some food for thought...is there a reason you aren't managing this functionality using skills and priority? Create a skill for each of the groups you laid out and assign agents the appropriate star level to ensure the folks you want to get the 'Phone' interactions first have a the highest priority for that and those agents in the 'Changes' group have the lowest priority? In this way, administrators would only need to edit the occasional agent profile rather than the bulls-eye ring assignments?
Let me know if that is a scenario that might help here!
Thanks,
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 01-24-2020 02:05
From: Jerome van Loo
Subject: Change bullseye ring number for multiple queues
Thanks! I'll go ask my question there than. Wasn't sure if there was a native way to achieve this, so that's why I asked here. I'm not really a developer (know some basics), but I can always try :). Cheers.
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Jerome van Loo
KEMBIT B.V.
Original Message:
Sent: 01-23-2020 11:59
From: George Ganahl
Subject: Change bullseye ring number for multiple queues
If you have questions on how to best accomplish what you want using the API, you'd be best off posting your questions on https://developer.mypurecloud.com in the developer forum.
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 01-23-2020 11:58
From: George Ganahl
Subject: Change bullseye ring number for multiple queues
About all I can think of would be for you to create a little web interface that allows someone to easily select the users, the queues they are part of, and the ring number/role they should have (whatever makes the most sense for your situation) and then calls the API https://developer.mypurecloud.com/api/rest/v2/routing/#patch-api-v2-routing-queues--queueId--users--memberId- to make the changes
/api/v2/routing/queues/{queueId}/users/{memberId}
Update the ring number OR joined status for a User in a Queue
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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 01-23-2020 10:06
From: Jerome van Loo
Subject: Change bullseye ring number for multiple queues
Hi there,
We have 6 queues. Each queue has the same 13 members.
We have the following roles people can get during a certain workday:
Phone
E-mail
Changes
Crossover
We use Bullseye routing to determine in which order our agents get the incoming phone calls. So it works like this:
1. Phone - Gets called first.
2. Crossover - Only gets called if all people who have the "Phone" role are already in a call.
3. E-mail - Only gets called if all agents in number 1 and 2 are already in a call.
4. Changes - Only gets phonecalls in extreme situations, where agents in 1, 2 and 3 are all in a call.
This works perfectly for the way we want it. However, we manually have to change the bullseye ring number people are in very often, because the roles change regularly. So if someone changes from the role "Phone" to the role "E-mai", we have to change his bullseye ring number in each queue(6 times). This takes up a lot of time.
Is there a way to automate this? So if I change an agent's bullseye ring number in one queue, it will change his/her number in all queues? Or maybe another way to achieve this a lot quicker? Perhaps there's some plugin on the market for this already?
I've googled a lot for this, but I can't find a solution.
Thanks in advance!
#Routing(ACD/IVR)
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J.L.M. van Loo
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