Genesys Cloud - Main

Hi,

we defined preferred agent routing in our queues. Is it possible to monitor in a real time that call is waiting for a preferred agent?

Thanks,

Irina

Hi Irina,

The most real-time would be Queue Activity where it will show on waiting calls if Preferred routing is used.

In Interaction View you can add metrics to show which Routing was used and who the preferred agents/score was for that interaction.

Those are the first ones that come to mind, it could also be pulled from APIs if you wanna build something to present it in some way.

Hi,

we defined preferred agent routing in our queues. Is it possible to monitor in a real time that call is waiting for a preferred agent?

Thanks,

Irina