Genesys Cloud - Main

Hello all,

A question regarding routing, I will explain the scenario:

We have a queue where are two users with same permissons,roles etc , the only difference is in the language skill , Agent A has hungarian and english skill while agent B has only hungarian skill. (same rating for hunagrian skill)

The queue evaluation method is Best available skills

A call arrived requesting hungarian skill , Agent A was idle for 10 minutes while agent B was idle for 2 minutes, and agent B received the call.

Can somebody explain why happened this way ? maybe the agent with more language skill was not selected because if a call arrives requesting english than there is nobody to answer it ?

maybe someone has an article about this , I couldn't find any.

Thank you!

Given that both agents have the same skill rating for Hungarian, the system will then consider their availability. "Best available skills" typically takes into account the longest idle time after matching the skill requirements. Therefore, Agent A, who has been idle for 10 minutes, would be prioritised over Agent B, who has been idle for only 2 minutes.

Agent A should receive the call, as they have the required skill and have been idle longer, making them the best match based on the queue evaluation method.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Hello all,

A question regarding routing, I will explain the scenario:

We have a queue where are two users with same permissons,roles etc , the only difference is in the language skill , Agent A has hungarian and english skill while agent B has only hungarian skill. (same rating for hunagrian skill)

The queue evaluation method is Best available skills

A call arrived requesting hungarian skill , Agent A was idle for 10 minutes while agent B was idle for 2 minutes, and agent B received the call.

Can somebody explain why happened this way ? maybe the agent with more language skill was not selected because if a call arrives requesting english than there is nobody to answer it ?

maybe someone has an article about this , I couldn't find any.

Thank you!

Hi Semi,

Thank you for your answer!

I understand the routing method, and yes Agent A should receive the call , but agent B received it ,

this was my initial question why happened this way.

Thank you! 

Given that both agents have the same skill rating for Hungarian, the system will then consider their availability. "Best available skills" typically takes into account the longest idle time after matching the skill requirements. Therefore, Agent A, who has been idle for 10 minutes, would be prioritised over Agent B, who has been idle for only 2 minutes.

Agent A should receive the call, as they have the required skill and have been idle longer, making them the best match based on the queue evaluation method.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Hello all,

A question regarding routing, I will explain the scenario:

We have a queue where are two users with same permissons,roles etc , the only difference is in the language skill , Agent A has hungarian and english skill while agent B has only hungarian skill. (same rating for hunagrian skill)

The queue evaluation method is Best available skills

A call arrived requesting hungarian skill , Agent A was idle for 10 minutes while agent B was idle for 2 minutes, and agent B received the call.

Can somebody explain why happened this way ? maybe the agent with more language skill was not selected because if a call arrives requesting english than there is nobody to answer it ?

maybe someone has an article about this , I couldn't find any.

Thank you!

Hello Sandor,

There are many factors that could have caused the interaction to route to another agent over the other such as ACW status, skill rating, etc. The Resource Center article that Semi included has a bunch of information on our different routing methods.

If the scenario in question recently happened, you could have Customer Care take a look at some of the logs and help explain why the agent was chosen to the interaction.

Hi Semi,

Thank you for your answer!

I understand the routing method, and yes Agent A should receive the call , but agent B received it ,

this was my initial question why happened this way.

Thank you! 

Given that both agents have the same skill rating for Hungarian, the system will then consider their availability. "Best available skills" typically takes into account the longest idle time after matching the skill requirements. Therefore, Agent A, who has been idle for 10 minutes, would be prioritised over Agent B, who has been idle for only 2 minutes.

Agent A should receive the call, as they have the required skill and have been idle longer, making them the best match based on the queue evaluation method.

https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Hello all,

A question regarding routing, I will explain the scenario:

We have a queue where are two users with same permissons,roles etc , the only difference is in the language skill , Agent A has hungarian and english skill while agent B has only hungarian skill. (same rating for hunagrian skill)

The queue evaluation method is Best available skills

A call arrived requesting hungarian skill , Agent A was idle for 10 minutes while agent B was idle for 2 minutes, and agent B received the call.

Can somebody explain why happened this way ? maybe the agent with more language skill was not selected because if a call arrives requesting english than there is nobody to answer it ?

maybe someone has an article about this , I couldn't find any.

Thank you!