Alternatively, just remove your Mobile from your Profile. The problem with additional users is that they show up in statistics.... ;-)
I can't help with a suggestion regarding the RC, I can't see where it would fit either :-(
Regarding gaming the system. It only affects ACD calls, so unless they were the only agent on queue, I don't see how their calling in would be sure to pump calls to themselves?
Original Message:
Sent: 02-22-2023 08:52
From: Chris Bohlin
Subject: Preferred Agent vs. Last Agent
You beat me to the punch here, Paul - this check is in place really to ensure agents don't game the system. (Imagine an agent who was rewarded for taking a high number of calls or having a low average handle time pumping in calls to themselves to pad their stats. Unfortunately, these are behaviors we have to protect against.)
My advice - create a separate test user with a different profile!
I'll see what I can do to get this into the RC - though not sure where it will fit best.
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 02-21-2023 17:57
From: Paul Simpson
Subject: Preferred Agent vs. Last Agent
@Chris Bohlin to be honest, 99% of the time it probably makes sense to do this - it typically only becomes an issue when you are trying to test functionality and you are not aware of it!
FWIW, I think it should be an option (either on the User, the Queue or the ORG) but even if this isn't possible, it should be highlighted in the documentation....
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 02-21-2023 17:29
From: Chris Bohlin
Subject: Preferred Agent vs. Last Agent
Thanks for the details, Paul...yes, what you outlined makes sense. I can't speak to the WHY (as this likely predates me) but let me follow-up with another PM to see if he knows the details.)
Stay tuned.
Thanks,
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 02-17-2023 08:16
From: Paul Simpson
Subject: Preferred Agent vs. Last Agent
Hi Chris,
Actually, it's the exact opposite.
If my cellphone is 317-555-1212 (Indianapolis ;-) ) and I have it specified on my profile (as my cellphone) and I then call into the call center from that phone, then even if I'm the only agent logged in and on queue, ACD will not route the call to me. Ever. In the dashboards, Genesys Cloud reports my name as the caller as it recognizes the number and I guess it figures it shouldn't route me to myself....
This is a pain when you are testing new or modified flows (until you realize, and remove your cellphone from your profile) since it's quite common to call in from your personal phone!
What makes it worse is that I haven't seen this mentioned anywhere in the documentation, not is there any evidence shown in the interface as to why the user is not receiving the call, even though they are clearly available.
I hope that clarifies.
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 02-17-2023 08:05
From: Chris Bohlin
Subject: Preferred Agent vs. Last Agent
Hi folks - just reviewing this chain and it is quite odd behavior for sure. I'd like to test this myself so I want to see if i understand how this works.
- Agent A has phone number 212-555-1212 (we'll pretend the agent's from NYC!)
- A call comes in to a toll free number in the contact center with the callerID of 212-555-1212
- This call goes ONLY to the agent that has that number assigned in their profile?
In what UI does the agent answer the call? communicate or the interactions panel (indicating an ACD call?)
What does this look like in reporting?
Happy to test and see what's what - if it is intended behavior - it predates my time on the team so I'd need to investigate some.
Let me know.
Thanks,
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 02-16-2023 09:04
From: Paul Simpson
Subject: Preferred Agent vs. Last Agent
@Thomas Schepers , I've come across this many times when testing / working on POCs. If a user has an external phone number specified (e.g. a cellphone) then when a call comes from that Number, Genesys won't consider that user for ACD.
Whilst I can understand why this might seem to make sense, it's extremely frustrating trying to troubleshoot until you realize what's going on! (What's worse, is I haven't seen it mentioned anywhere, nor is any mention made of it when looking at calls waiting in queue and their reasons for waiting....
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 02-16-2023 02:27
From: Thomas Schepers
Subject: Preferred Agent vs. Last Agent
In the meantime, we found out that it had to do with the caller's mobile phone number. This was stored as a personal cellphone number of the agent. Apparently Genesys was "intelligent" enough to conclude that it makes no sense for the user to call himself. After I changed the number or overwrote it with itself, the error was interestingly gone. Don't know if it was really an error or expected behaviour of Genesys.
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Thomas Schepers
SNcom GmbH
Original Message:
Sent: 02-15-2023 19:15
From: Jeffrey Hoogkamer
Subject: Preferred Agent vs. Last Agent
I think we are noticing similar behaviour as well and cannot explain it.
E.g. we have two staff in a support queue, Agent A is sitting idle for 10+ mins since the last support call and Agent B just finishes an interaction and is idles for less than 1 min.
When the next call comes in, often Agent B will be routed the next interaction even though the ACD routing logic should pick the agent that has longest time since last interaction.
Both staff have same skills, same utilization, same queues, etc. I was under the impression that Genesys disabled/deprecated Last agent routing - but this is the only thing I can think of.
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Jeff
Original Message:
Sent: 02-08-2023 07:48
From: Thomas Schepers
Subject: Preferred Agent vs. Last Agent
Hi community,
I have an issue with a customer, that I cannot solve myself.
I make a call to a hotline and include a preferred agent. Even if this agent is on queue, he does not get the call, even if he is the only one available in the queue. The call always goes back to the colleague who last spoke to the caller. If I call with a different phone number, it works without any problems. So I assume that it is related to the last agent routing.
Does anyone have an idea how to solve this? In any case, the preferred agent should get the call, if he is available.
Kind regards,
Thomas
#Routing(ACD/IVR)
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Thomas Schepers
SNcom GmbH
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