Genesys Cloud - Main

My question is actually two-fold:

1. Is preferred agent routing cloud plan based? Is it for example available in cloud plan 1 (GC1)?

2. For a small contact center setup, I want to implement skill based routing (based on proficiency) but the best skills evaluation method / bullseye routing method does not really fit my needs (I think).

What I want to achieve is to route a call for a certain amount of time ONLY to agents with a certain skill and proficiency higher than 3 stars.
After that time, enlarge the group to agents with the same skill but proficiency higher than 1.

So my idea was to compile the list of users in architect by querying the API to get a list of users with a certain skill proficiency (probably multiple queries needed) and make the scoring pairs based on those users.

Or am I missing a far simpler solution (KISS)


many thanks,


Tommy
#Routing(ACD/IVR)

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Tommy Braes
Proximus PLC
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Tommy -  Preferred Agent Routing is available in GC2 and above (Bullseye, however is available for GC1 and up.)  I do think using the 'Best Available Agents' evaluation method should work for you though as it is looking only at agents who have the the appropriate skills and the highest overall proficiency scores.   While it doesn't offer a holdout for a set amount of time to look for the best agents longer - if any of those agents are readily available - they will be used.

Past that - PAR should work for you!

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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 12-08-2020 08:09
From: Tommy Braes
Subject: Preferred Agent Routing

My question is actually two-fold:

1. Is preferred agent routing cloud plan based? Is it for example available in cloud plan 1 (GC1)?

2. For a small contact center setup, I want to implement skill based routing (based on proficiency) but the best skills evaluation method / bullseye routing method does not really fit my needs (I think).

What I want to achieve is to route a call for a certain amount of time ONLY to agents with a certain skill and proficiency higher than 3 stars.
After that time, enlarge the group to agents with the same skill but proficiency higher than 1.

So my idea was to compile the list of users in architect by querying the API to get a list of users with a certain skill proficiency (probably multiple queries needed) and make the scoring pairs based on those users.

Or am I missing a far simpler solution (KISS)


many thanks,


Tommy
#Routing(ACD/IVR)

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Tommy Braes
Proximus PLC
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