Hi,
I'm not sure I follow your reasoning here.
It is almost impossible for two agents to do anything absolutely simultaneously, one will always be before the other, even if it's by a matter of a few milliseconds. Even if, by some fluke, the request to perform the action were to leave both agents PCs and arrive at the Genesys Cloud API endpoint simultaneously, they are entering an event queue, so one will always be before the other. (This assumes that the entity processing the requests is multi-homed. If not, the "queueing" will be part of the way the network works. I have no knowledge of the inner workings of AWS, though, so can't comment on that!)
Or am I missing something here?
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Paul Simpson
Eventus Solutions Group
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Original Message:
Sent: 01-10-2023 23:30
From: shravan tatineni
Subject: Queue Routing for more than 1 Agent at same time
hello Paul,
Thaks for your valuable inputs.
just wanted to know the more on this part, do you exactly know, what parameters it gets count like spent away like that what the parameters system get count do you have more details on that part. because i am stuck on 1 particular set of line what if both agents logged in same time in genesys cloud then what basis system will count (parameters)and transfer first incoming call to one out of the 2 Agent (who have logged in same time).
so basically, i want to know which parameters and global setting are get concluded.
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shravan tatineni
SmartConnect Technologies Pvt. Ltd
Original Message:
Sent: 01-10-2023 07:06
From: Paul Simpson
Subject: Queue Routing for more than 1 Agent at same time
Short answer - The one who has been available the longest.
Long answer - It depends. Genesys Cloud starts calculating availability time from when you disconnect an interaction, so if you allow multiple interactions, it's possible that an agent who appears to have been available for less time to be selected ahead of one who appears to have been available for longer. Additionally, there is a global setting that allows you to decide whether time spent away counts. Consider an agent returning from a vacation - their previous interaction may well have disconnected a week (or more) ago, so should we consider their availability time to be a week?
HTH
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 01-10-2023 06:40
From: shravan tatineni
Subject: Queue Routing for more than 1 Agent at same time
Hello Team,
I have query, consider below scenario.
we have 1 Queue (test), and suppose multiple agents logged in same time, then who will get the call first in that queue.
Paraments:
Routing method: standard Routing
Evaluation Method: Disregard skills, next agent
thanks.
#Routing(ACD/IVR)
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shravan tatineni
SmartConnect Technologies Pvt. Ltd
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