Genesys Cloud - Main

Tell me this makes any sense.  Reps can handle 3 Messages at one time.

#DigitalChannels

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Clayton Curtis
Enova Online Services, Inc.
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Hi Clayton,

This seems to be the way it's working since they are routing based on "last interaction", which might make sense from a logical standpoint but not so much practical when you're handling multiple interactions at the same time.

I've changed the Organization setting "Routing Includes Agent Presence" for customers who had this issue.
It will put the agents last in line when their presence changes so there are some thing to consider before enabling it since it could be abused to avoid getting calls.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 05-12-2023 10:52
From: Clayton Curtis
Subject: Messenger rep routing...not making any sense

Tell me this makes any sense.  Reps can handle 3 Messages at one time.

Rep A, Rep B, Rep C.  All three go on-Queue at the same time.

Message 1 comes to Rep A.

Message 2 to Rep B.

Message 3 to Rep C.  

Rep C Ends his interaction and wraps up, available on queue now.  

Message 3 comes to Rep A, while Rep C is sitting IDLE.

Message 4 comes to Rep B.  While rep C is IDLE.   

message 5 comes to Rep A (who is now working 3 messages) whil rep c is IDLE.

This can't be designed this way and if so, this is major bug.  We have agents sitting idle in call center while other agents maxed out at full capacity.  

#DigitalChannels

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Clayton Curtis
Enova Online Services, Inc.
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