Genesys Cloud - Main

I'm trying to understand what could be causing some calls and callbacks from one skill to wait in queue an extraordinary amount of time compared to calls of another skill when there are agents that have both skills.

The way our developers have explained it is that the weighting system adds time (in milliseconds) to the wait time of a new interaction for comparison purposes. One of the skills in question (let's call it skill A) was given a weight of 19,500, while skill B was given19,000. Our understanding is that skill B would have to wait 500 milliseconds (half of a second) before it would take priority over a new call in skill A. They compete against other skills as well, but for the purposes of simplicity, we'll leave it at these two for now. Skill B received some calls (some of which eventually became callbacks), which eventually reached a point where they were waiting dozens of minutes (a couple of callbacks eventually reached a point where they were waiting an hour and a half or so). Some calls hit skill A in this time and were answered within seconds, even after several calls in skill B had been waiting 20+ minutes.

Any suggestions on what we are missing here? We have not set the star ratings on skills at the agent level.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Kyle Olson
AAA Club Alliance Inc.
------------------------------

Double check with those Devs,

When we set priority in Architect or through API it is in minute increments not milliseconds. So if I set the priority to 19500 that is like saying the call has waited an additional 19500 minutes when it joins the queue, a call set with 19000 would have to wait 500 minutes before reaching the initial priority a call that was set to 19500.

19500 and 19500 millisecond are both less than 1 minute, so initial thoughts are a misunderstanding of the priority values.


Take a look at this post around how Priority works in Genesys
https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=274decdd-f40e-45e5-bb3c-345769f88638&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

or here:
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/


------------------------------
Anton Vroon
------------------------------

Original Message:
Sent: 04-19-2022 10:47
From: Kyle Olson
Subject: Priority Settings

I'm trying to understand what could be causing some calls and callbacks from one skill to wait in queue an extraordinary amount of time compared to calls of another skill when there are agents that have both skills.

The way our developers have explained it is that the weighting system adds time (in milliseconds) to the wait time of a new interaction for comparison purposes. One of the skills in question (let's call it skill A) was given a weight of 19,500, while skill B was given19,000. Our understanding is that skill B would have to wait 500 milliseconds (half of a second) before it would take priority over a new call in skill A. They compete against other skills as well, but for the purposes of simplicity, we'll leave it at these two for now. Skill B received some calls (some of which eventually became callbacks), which eventually reached a point where they were waiting dozens of minutes (a couple of callbacks eventually reached a point where they were waiting an hour and a half or so). Some calls hit skill A in this time and were answered within seconds, even after several calls in skill B had been waiting 20+ minutes.

Any suggestions on what we are missing here? We have not set the star ratings on skills at the agent level.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Kyle Olson
AAA Club Alliance Inc.
------------------------------

That explains it. Thank you!

------------------------------
Kyle Olson
AAA Club Alliance Inc.
------------------------------

Original Message:
Sent: 04-19-2022 16:36
From: Anton Vroon
Subject: Priority Settings

Double check with those Devs,

When we set priority in Architect or through API it is in minute increments not milliseconds. So if I set the priority to 19500 that is like saying the call has waited an additional 19500 minutes when it joins the queue, a call set with 19000 would have to wait 500 minutes before reaching the initial priority a call that was set to 19500.

19500 and 19500 millisecond are both less than 1 minute, so initial thoughts are a misunderstanding of the priority values.


Take a look at this post around how Priority works in Genesys
https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=274decdd-f40e-45e5-bb3c-345769f88638&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

or here:
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/


------------------------------
Anton Vroon

Original Message:
Sent: 04-19-2022 10:47
From: Kyle Olson
Subject: Priority Settings

I'm trying to understand what could be causing some calls and callbacks from one skill to wait in queue an extraordinary amount of time compared to calls of another skill when there are agents that have both skills.

The way our developers have explained it is that the weighting system adds time (in milliseconds) to the wait time of a new interaction for comparison purposes. One of the skills in question (let's call it skill A) was given a weight of 19,500, while skill B was given19,000. Our understanding is that skill B would have to wait 500 milliseconds (half of a second) before it would take priority over a new call in skill A. They compete against other skills as well, but for the purposes of simplicity, we'll leave it at these two for now. Skill B received some calls (some of which eventually became callbacks), which eventually reached a point where they were waiting dozens of minutes (a couple of callbacks eventually reached a point where they were waiting an hour and a half or so). Some calls hit skill A in this time and were answered within seconds, even after several calls in skill B had been waiting 20+ minutes.

Any suggestions on what we are missing here? We have not set the star ratings on skills at the agent level.
#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Kyle Olson
AAA Club Alliance Inc.
------------------------------