My understanding is that, yes.
The agent "availability" counter gets reset when the interaction disconnected. This only makes a difference when agents are allowed multiple interactions - as is the case here. I agree that it seems back-asswards and it may be worth opening an idea. There are other issues to consider, though.
If you allow agents to take multiple interaction types, then you can end up in a situation where all three agents have 1 chat each (with spare "capacity" for 2 more, in your case) and then a call comes in, either you allow the call to interrupt the chat, which is probably bad, or the call will have to wait, which is also bad. By allowing the system to "fill up" an agent's capacity before moving to the next one, you keep agents 100% available for different interaction types, if you see what I mean?
I think this may need to be a setting since switching mode would probably upset as many people as it pleases...
Just my 10 cents.
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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 12-07-2022 10:44
From: Jason Tran
Subject: Chat Interaction Distribution not routing to available agents on queue but to an agent already taking multiple chat interactions.
Hi Paul, according to the genesys, the agent with the longest time (in milliseconds) since the last-handled ACD interaction have highest priority. If one agent just got on the queue for the day I would assume the one who just got on the queue would get higher priority then an agent that was on earlier taking 1 or 2 interaction at the time.
Are you saying the routing may not take into the account the agent taking the current interaction (not disconnected) there working on and will still consider the last time they took an interaction that wasn't disconnected?
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NA
Original Message:
Sent: 12-07-2022 10:26
From: Paul Simpson
Subject: Chat Interaction Distribution not routing to available agents on queue but to an agent already taking multiple chat interactions.
I believe the availability time is how long since the last disconnection, so.....
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 12-07-2022 10:14
From: Jason Tran
Subject: Chat Interaction Distribution not routing to available agents on queue but to an agent already taking multiple chat interactions.
There are 3 agents in the queue and they both have can take a max of 3 chat interaction. It appears when one of the agent is already taking 2 chat interaction they get a alert for another in the queue despite 2 or 1 agent in the queue being available and on it not taking any interaction for sometime. The queue routing is standard ACD that disregard skills so its not skill base just who is available in the queue. Genesys based who they route interaction based on how long a user is in the queue not taking interaction. I would expect it to route to an agent that just got on queue and ready to take an interaction and not 1 agent already taking multiple interactions.
There no documentation that state why this would be the case. Does anyone know if when user are set to use 3 or more of a specific interaction type in their utilization, yhe routing tries to have a user max out their utilization capacity and would ignore other agents available on queue at the time>
#Omni-ChannelDesktop/UserInterface