Genesys Cloud - Main

Good morning,

We have a queue with less than 10 agents.  We have tier 1, tier 2 and tier 3.  I am trying to figure out the best way to route calls to tier 1 first, then tier 2, then if no one picks up tier 3 before it goes to voicemail.  This is a helpdesk queue where most of the calls are transferred into the queue from within our organization.

I am new to this and would appreciate any ideas to explore.

Thank you,

Hi Anna, 

Yes, Bullseye Routing in Genesys Cloud can help with what you are looking for.

You can route calls through multiple tiers of agents (e.g., Tier 1 → Tier 2 → Tier 3) 

Learn more:
Bullseye routing overview
Add a Voicemail Action to a Call Flow

------------------------------
Phaneendra
Technical Solutions Consultant
Monash University
Australia

Original Message:
Sent: 04-16-2025 07:54
From: Anna Kirkup
Subject: Managing agents in a queue to prioritize who gets calls

Good morning,

We have a queue with less than 10 agents.  We have tier 1, tier 2 and tier 3.  I am trying to figure out the best way to route calls to tier 1 first, then tier 2, then if no one picks up tier 3 before it goes to voicemail.  This is a helpdesk queue where most of the calls are transferred into the queue from within our organization.

I am new to this and would appreciate any ideas to explore.

Thank you,

#Routing(ACD/IVR)

------------------------------
Anna Kirkup
Tower Hill Insurance
------------------------------

Good morning,

We have a queue with less than 10 agents.  We have tier 1, tier 2 and tier 3.  I am trying to figure out the best way to route calls to tier 1 first, then tier 2, then if no one picks up tier 3 before it goes to voicemail.  This is a helpdesk queue where most of the calls are transferred into the queue from within our organization.

I am new to this and would appreciate any ideas to explore.

Thank you,

Why not just a simple ACD skill.  This would look for agents with proficiency first 5 > 4 > 3

Tier 1 Proficiency 5

Tier 2 Proficiency 4

Tier 3 Proficiency 3

Then if it hits the in-queue flow send it to voicemail after a small period of time 

Bullseye removes people so it starts with a big pool and narrows down - as in bullseye

Andy

Good morning,

We have a queue with less than 10 agents.  We have tier 1, tier 2 and tier 3.  I am trying to figure out the best way to route calls to tier 1 first, then tier 2, then if no one picks up tier 3 before it goes to voicemail.  This is a helpdesk queue where most of the calls are transferred into the queue from within our organization.

I am new to this and would appreciate any ideas to explore.

Thank you,

Why not just a simple ACD skill.  This would look for agents with proficiency first 5 > 4 > 3

Tier 1 Proficiency 5

Tier 2 Proficiency 4

Tier 3 Proficiency 3

Then if it hits the in-queue flow send it to voicemail after a small period of time 

Bullseye removes people so it starts with a big pool and narrows down - as in bullseye

Andy

Good morning,

We have a queue with less than 10 agents.  We have tier 1, tier 2 and tier 3.  I am trying to figure out the best way to route calls to tier 1 first, then tier 2, then if no one picks up tier 3 before it goes to voicemail.  This is a helpdesk queue where most of the calls are transferred into the queue from within our organization.

I am new to this and would appreciate any ideas to explore.

Thank you,

Good morning,

We have a queue with less than 10 agents.  We have tier 1, tier 2 and tier 3.  I am trying to figure out the best way to route calls to tier 1 first, then tier 2, then if no one picks up tier 3 before it goes to voicemail.  This is a helpdesk queue where most of the calls are transferred into the queue from within our organization.

I am new to this and would appreciate any ideas to explore.

Thank you,