Genesys Cloud - Main

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

I'm not sure what you are asking...when a user places a call on behalf of a queue (using the Client UI to place the call manually), it does not involve Skills or ACD at all. The system just views the agent as unavailable for an ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-03-2018 21:43
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

Thanks George, I will try and explain this better, is the outbound call an ACD interaction which would affect the evaluation method as the agent is handling an ACD interaction regardless if it is inbound or outbound call.

For example 2 agents on queue, agent 1 makes an outbound queue call, finishes the call, does the next inbound call to the queue get delivered to the agent 2 as agent 1 was the most recent agent on a queue call, regardless of direction? 

It appears to work this way when reviewing one of our customers, but I can't find anything in the resource center explaining this.

Hope that makes sense.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 10-03-2018 22:47
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I'm not sure what you are asking...when a user places a call on behalf of a queue (using the Client UI to place the call manually), it does not involve Skills or ACD at all. The system just views the agent as unavailable for an ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 21:43
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

Ok, I'll have to do some checking tomorrow when folks are in the office.

I will see if I can find out whether a manual outbound call on behalf of a queue counts as resetting the agent's counter for time since last interaction as far as ACD is concerned.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-03-2018 23:54
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Thanks George, I will try and explain this better, is the outbound call an ACD interaction which would affect the evaluation method as the agent is handling an ACD interaction regardless if it is inbound or outbound call.

For example 2 agents on queue, agent 1 makes an outbound queue call, finishes the call, does the next inbound call to the queue get delivered to the agent 2 as agent 1 was the most recent agent on a queue call, regardless of direction?

It appears to work this way when reviewing one of our customers, but I can't find anything in the resource center explaining this.

Hope that makes sense.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd

Original Message:
Sent: 10-03-2018 22:47
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I'm not sure what you are asking...when a user places a call on behalf of a queue (using the Client UI to place the call manually), it does not involve Skills or ACD at all. The system just views the agent as unavailable for an ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 21:43
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

I think so, Yes.


The moment you involve the Queue whether inbound or outbound, the evaluation numbers on the queue will change and as you see evaluation method is defined on queue level, so the agent who is just finished the outbound call won't get the next routed call. The other agent whose idle time is greater - will get the call routed instead.

------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies -
------------------------------

Original Message:
Sent: 10-04-2018 01:33
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Ok, I'll have to do some checking tomorrow when folks are in the office.

I will see if I can find out whether a manual outbound call on behalf of a queue counts as resetting the agent's counter for time since last interaction as far as ACD is concerned.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 23:54
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Thanks George, I will try and explain this better, is the outbound call an ACD interaction which would affect the evaluation method as the agent is handling an ACD interaction regardless if it is inbound or outbound call.

For example 2 agents on queue, agent 1 makes an outbound queue call, finishes the call, does the next inbound call to the queue get delivered to the agent 2 as agent 1 was the most recent agent on a queue call, regardless of direction?

It appears to work this way when reviewing one of our customers, but I can't find anything in the resource center explaining this.

Hope that makes sense.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd

Original Message:
Sent: 10-03-2018 22:47
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I'm not sure what you are asking...when a user places a call on behalf of a queue (using the Client UI to place the call manually), it does not involve Skills or ACD at all. The system just views the agent as unavailable for an ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 21:43
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

@Sajid Abbas is correct based on this note I found in the Resource Center on the Agent Availability article. 


If an agent is placing calls on behalf of a queue, those calls are an ACD interaction. 

Thanks for searching in the Resource Center. I'll talk to the other writers to see if we can make this information easier to find in the Resource Center.

------------------------------
Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees
------------------------------

Original Message:
Sent: 10-04-2018 05:00
From: Sajid Abbas
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I think so, Yes.


The moment you involve the Queue whether inbound or outbound, the evaluation numbers on the queue will change and as you see evaluation method is defined on queue level, so the agent who is just finished the outbound call won't get the next routed call. The other agent whose idle time is greater - will get the call routed instead.

------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies -

Original Message:
Sent: 10-04-2018 01:33
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Ok, I'll have to do some checking tomorrow when folks are in the office.

I will see if I can find out whether a manual outbound call on behalf of a queue counts as resetting the agent's counter for time since last interaction as far as ACD is concerned.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 23:54
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Thanks George, I will try and explain this better, is the outbound call an ACD interaction which would affect the evaluation method as the agent is handling an ACD interaction regardless if it is inbound or outbound call.

For example 2 agents on queue, agent 1 makes an outbound queue call, finishes the call, does the next inbound call to the queue get delivered to the agent 2 as agent 1 was the most recent agent on a queue call, regardless of direction?

It appears to work this way when reviewing one of our customers, but I can't find anything in the resource center explaining this.

Hope that makes sense.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd

Original Message:
Sent: 10-03-2018 22:47
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I'm not sure what you are asking...when a user places a call on behalf of a queue (using the Client UI to place the call manually), it does not involve Skills or ACD at all. The system just views the agent as unavailable for an ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 21:43
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

I haven't gotten to the research internally bit yet. 

By definition, the outbound calls placed by agents on behalf of a queue cannot be ACD calls (since they were not automatically distributed to anyone).

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-04-2018 11:05
From: Jordan Robinson-Rucker
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

@Sajid Abbas is correct based on this note I found in the Resource Center on the Agent Availability article.

Note: When routing interactions to agents, PureCloud selects the agent that matches the configured evaluation method and has gone the longest since handling an ACD interaction. Status changes and on-queue behavior do not affect agent selection.

If an agent is placing calls on behalf of a queue, those calls are an ACD interaction.

Thanks for searching in the Resource Center. I'll talk to the other writers to see if we can make this information easier to find in the Resource Center.

------------------------------
Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees

Original Message:
Sent: 10-04-2018 05:00
From: Sajid Abbas
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I think so, Yes.


The moment you involve the Queue whether inbound or outbound, the evaluation numbers on the queue will change and as you see evaluation method is defined on queue level, so the agent who is just finished the outbound call won't get the next routed call. The other agent whose idle time is greater - will get the call routed instead.

------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies
Original Message:
Sent: 10-04-2018 01:33
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Ok, I'll have to do some checking tomorrow when folks are in the office.

I will see if I can find out whether a manual outbound call on behalf of a queue counts as resetting the agent's counter for time since last interaction as far as ACD is concerned.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 23:54
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Thanks George, I will try and explain this better, is the outbound call an ACD interaction which would affect the evaluation method as the agent is handling an ACD interaction regardless if it is inbound or outbound call.

For example 2 agents on queue, agent 1 makes an outbound queue call, finishes the call, does the next inbound call to the queue get delivered to the agent 2 as agent 1 was the most recent agent on a queue call, regardless of direction?

It appears to work this way when reviewing one of our customers, but I can't find anything in the resource center explaining this.

Hope that makes sense.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd

Original Message:
Sent: 10-03-2018 22:47
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I'm not sure what you are asking...when a user places a call on behalf of a queue (using the Client UI to place the call manually), it does not involve Skills or ACD at all. The system just views the agent as unavailable for an ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 21:43
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

Ok, development did confirm that the design decision was to count the manually-dialed outbound call on behalf of queue, and reset the agent's time since last interaction. Thus, it behaves (for the purposes of ACD calculations) the same as an inbound ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-04-2018 12:41
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I haven't gotten to the research internally bit yet.

By definition, the outbound calls placed by agents on behalf of a queue cannot be ACD calls (since they were not automatically distributed to anyone).

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-04-2018 11:05
From: Jordan Robinson-Rucker
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

@Sajid Abbas is correct based on this note I found in the Resource Center on the Agent Availability article.

Note: When routing interactions to agents, PureCloud selects the agent that matches the configured evaluation method and has gone the longest since handling an ACD interaction. Status changes and on-queue behavior do not affect agent selection.

If an agent is placing calls on behalf of a queue, those calls are an ACD interaction.

Thanks for searching in the Resource Center. I'll talk to the other writers to see if we can make this information easier to find in the Resource Center.

------------------------------
Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees

Original Message:
Sent: 10-04-2018 05:00
From: Sajid Abbas
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I think so, Yes.


The moment you involve the Queue whether inbound or outbound, the evaluation numbers on the queue will change and as you see evaluation method is defined on queue level, so the agent who is just finished the outbound call won't get the next routed call. The other agent whose idle time is greater - will get the call routed instead.

------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies
Original Message:
Sent: 10-04-2018 01:33
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Ok, I'll have to do some checking tomorrow when folks are in the office.

I will see if I can find out whether a manual outbound call on behalf of a queue counts as resetting the agent's counter for time since last interaction as far as ACD is concerned.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 23:54
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Thanks George, I will try and explain this better, is the outbound call an ACD interaction which would affect the evaluation method as the agent is handling an ACD interaction regardless if it is inbound or outbound call.

For example 2 agents on queue, agent 1 makes an outbound queue call, finishes the call, does the next inbound call to the queue get delivered to the agent 2 as agent 1 was the most recent agent on a queue call, regardless of direction?

It appears to work this way when reviewing one of our customers, but I can't find anything in the resource center explaining this.

Hope that makes sense.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd

Original Message:
Sent: 10-03-2018 22:47
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I'm not sure what you are asking...when a user places a call on behalf of a queue (using the Client UI to place the call manually), it does not involve Skills or ACD at all. The system just views the agent as unavailable for an ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 21:43
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

Thanks all for the discussions and answer, I had seen the resource information but was unclear if an outbound call on behalf of the queue was a ACD interaction. Appreciate your assistance.

Regards 

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------

Original Message:
Sent: 10-04-2018 14:14
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Ok, development did confirm that the design decision was to count the manually-dialed outbound call on behalf of queue, and reset the agent's time since last interaction. Thus, it behaves (for the purposes of ACD calculations) the same as an inbound ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-04-2018 12:41
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I haven't gotten to the research internally bit yet.

By definition, the outbound calls placed by agents on behalf of a queue cannot be ACD calls (since they were not automatically distributed to anyone).

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-04-2018 11:05
From: Jordan Robinson-Rucker
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

@Sajid Abbas is correct based on this note I found in the Resource Center on the Agent Availability article.

Note: When routing interactions to agents, PureCloud selects the agent that matches the configured evaluation method and has gone the longest since handling an ACD interaction. Status changes and on-queue behavior do not affect agent selection.

If an agent is placing calls on behalf of a queue, those calls are an ACD interaction.

Thanks for searching in the Resource Center. I'll talk to the other writers to see if we can make this information easier to find in the Resource Center.

------------------------------
Jordan Robinson-Rucker
PureCloud Technical Writer
Genesys - Employees

Original Message:
Sent: 10-04-2018 05:00
From: Sajid Abbas
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I think so, Yes.


The moment you involve the Queue whether inbound or outbound, the evaluation numbers on the queue will change and as you see evaluation method is defined on queue level, so the agent who is just finished the outbound call won't get the next routed call. The other agent whose idle time is greater - will get the call routed instead.

------------------------------
Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies
Original Message:
Sent: 10-04-2018 01:33
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Ok, I'll have to do some checking tomorrow when folks are in the office.

I will see if I can find out whether a manual outbound call on behalf of a queue counts as resetting the agent's counter for time since last interaction as far as ACD is concerned.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 23:54
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Thanks George, I will try and explain this better, is the outbound call an ACD interaction which would affect the evaluation method as the agent is handling an ACD interaction regardless if it is inbound or outbound call.

For example 2 agents on queue, agent 1 makes an outbound queue call, finishes the call, does the next inbound call to the queue get delivered to the agent 2 as agent 1 was the most recent agent on a queue call, regardless of direction?

It appears to work this way when reviewing one of our customers, but I can't find anything in the resource center explaining this.

Hope that makes sense.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd

Original Message:
Sent: 10-03-2018 22:47
From: George Ganahl
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

I'm not sure what you are asking...when a user places a call on behalf of a queue (using the Client UI to place the call manually), it does not involve Skills or ACD at all. The system just views the agent as unavailable for an ACD call.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-03-2018 21:43
From: Andrew Corr
Subject: Does placing a call on behalf of a queue affect Standard ACD routing

Using All skill matching will an outbound call on behalf of the queue affect the order in which an agent became available?

I can't find an answer in the resource center answering this, I am assuming it does.

Thanks

Andrew

------------------------------
Andrew Corr
Telstra Corporation Ltd
------------------------------