Genesys Cloud - Main

​Good Afternoon,

We have a team of competitive sales agents that are in a queue for leads. We've selected standard routing but there doesn't seem to be a way for agents or supervisors to see their position in queue. We had Genesys Pure Engage prior and they had this capability. There's a little distrust in the equity of the ACD routing, so I'm wondering if there is a way to show agents and supervisors who should receive the next call.

Supervisors are using the Queue activity detail, but the agents are making DID calls while waiting so the "time in current status" is not a good indicator of who should get the next call, because according to Genesys Support, ACD routing is only counting the time since last ACD interaction, not DID calls. I've suggested supervisors use the Queue Agent View and add "time in routing status" to see who should get the next call.

Any better ideas? Thank you!
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

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Naila Mendenhall
AAA Washington
Business Analyst
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The ACD selection process takes into account much more than just time in status, especially if multiple queues or skills are involved.  Utilization also plays a role.  I am not sure there is an easy way to list agent ranking for selection of interactions currently.  Time in status for completely flat queue routing would be a good indicator, but that depends on many ways you setup the system as you described like if DID calls affect routing status.  I added this Idea and feel free to comment and vote on it: Allow agents and supervisors to see | Genesys Cloud Ideas Portal (aha.io)

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 07-22-2022 16:50
From: Naila Mendenhall
Subject: Is there a way for agents/Supervisors to see their position in Queue?

​Good Afternoon,

We have a team of competitive sales agents that are in a queue for leads. We've selected standard routing but there doesn't seem to be a way for agents or supervisors to see their position in queue. We had Genesys Pure Engage prior and they had this capability. There's a little distrust in the equity of the ACD routing, so I'm wondering if there is a way to show agents and supervisors who should receive the next call.

Supervisors are using the Queue activity detail, but the agents are making DID calls while waiting so the "time in current status" is not a good indicator of who should get the next call, because according to Genesys Support, ACD routing is only counting the time since last ACD interaction, not DID calls. I've suggested supervisors use the Queue Agent View and add "time in routing status" to see who should get the next call.

Any better ideas? Thank you!
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

------------------------------
Naila Mendenhall
AAA Washington
Business Analyst
------------------------------