Hi Chris,
Thanks for your message.
The point is that we have a customer that we are migrating from Engage to Cloud.
They use several outsourcers and the data for the outsourcers should be available for the outsourcer (and our customer) only.
In Engage you can work with Virtual Queues and Agent Groups and so on. In Cloud we are fairly limited to the one Queue where all the calls arrive.
And all the agents are also assigned to that Queue. So what I did a created a Division A-B that I assigned to the Queue and then we have the Divisions A and B for each outsourcer. The supervisors of these companies have the Supervisor rights for Division A (or B) and Division A-B (otherwise they cannot see the Queue).
And that results in supervisors being able to see the 'other' outsourcers agents
and being able to set status, de-activate, ... We disabled this in the role but bow no supervisor can change things.
Best thing would be the Queue being part of multiple Divisions (A and B) and each supervisor just sees their portion (agents) and is able to controle these.
The statistics then would also be Division agnostic so that each outsourcer has it's own set of correct statistics.
The customer having the overall rights can then see everything, with the total number in the statistics.
The problem for me lies in the fact that Architect is just able to send calls towards one ACD Queue, and the routing mechanism and the Division settings are set on that Queue. If we would be able to route to for example a Queue Group containing multiple Queues the problem maybe wasn't there.
You then would setup a Queue Group 'sales' with two queues underneat 'sales_A' and 'sales_B' and then based on routing settings let the interactions be distributed by the system (idle time, skills, available agents,...). Queue A is for company A and Queue B for B. And as they are grouped the customer will have the totals under the top level Queue.
Thanks.
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Rob Mulder
DDM Consulting Nederland B.V.
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Original Message:
Sent: 08-15-2022 08:24
From: Chris Bohlin
Subject: One Queue two Divisions
Rob - can you specify, in what performance views, you are looking to keep the agents separated? Part of the issue here is the fact that a supervisor cannot successfully monitor the performance of a single queue if they cannot see all members of the queue (irrespective of division). We do have some work in beta that will literally blur out the names of the other agents (but their statistics remain) to help address these cases, but what I'd really like to understand is which views your supervisors are using to recommend the best path forward (or even recommend supervisors use different views which do support the division separation.
Let me know.
Thanks,
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 08-15-2022 03:41
From: Rob Mulder
Subject: One Queue two Divisions
Hi Canyon,
Yes, I had tried that also. But as you also stated that doesn't provide the required functionality. Not sure on how to tackle this one. I have made some workaround before on Genesys Cloud to get/mimic behaviour of other systems (mainly Genesys Engage) but this will require a feature request I'm afraid.
Thanks for your input, have a great day.
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Rob Mulder
DDM Consulting Nederland B.V.
Original Message:
Sent: 08-12-2022 11:44
From: Canyon Read
Subject: One Queue two Divisions
Hi Rob, I thought that maybe permission 'Conditions' for the supervisors would be a potential solution, but the Routing > Queue > View permission includes membership and does not have the option to add conditions. If you end up going with a custom load-balancer, you may want to consider both quantity of interactions (maybe in a ratio of interactions:agents) and estimated wait time.
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Canyon Read
Avtex Solutions, LLC
Original Message:
Sent: 08-12-2022 10:41
From: Rob Mulder
Subject: One Queue two Divisions
Hi,
We have a customer that routes several numbers into one Queue.
The agents that work on that queue work for two companies and must not be able to see eachother, this can be done by using Divisions.
But.. the Queue can only have one Divsion which results in supervisors seeing all the agents. (blue for the ones they can manage, the others black).
So it seems that (at this moment) we cannot use this solution. If anyone has an idea please feel free to answer.
The other option would be to use 2 Queues, but Genesys Cloud does not have a Virtual Queue mechanism so I don't see how we can get this working based on customer requirements.
With 2 Queues I would have to split up the numbers, or make somekind of loadbalancer that puts calls in Queue A or B but it all feels a bit like a DIY solution.
Anyone run into the same issue? and did you find a solution?
BR,
#PlatformAdministration
#Routing(ACD/IVR)
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Rob
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