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  • 1.  SMS/Chat Web Messaging Routing - Maximum Queue Time Limit/Post Actions

    Posted 03-27-2023 08:16

    Hi Team,

    What is the maximum Time the Interaction can be held in a queue. What happens to the interactions post that maximum time if there is a limit?

    Since we have 72 hours max for threading Timeline how it affects the queueing.

    Regards,

    Jeevan.


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 2.  RE: SMS/Chat Web Messaging Routing - Maximum Queue Time Limit/Post Actions

    GENESYS
    Posted 03-27-2023 08:43

    Hi!

    Genesys Cloud will keep an interaction in the Queue for a maximum of 59 days, see the Note here: https://help.mypurecloud.com/articles/genesys-cloud-acd-processing/

    Threading Timeline is a different concept, and not applicable while an interaction is in Queue. Threading Timeline is defined here: A messaging threading timeline determines the amount of time a messaging conversation remains open after the agent/system disconnects. Basically, the Threading Timeline countdown timer starts after and agent (or bot/flow) has disconnected the conversation.



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    Angelo Cicchitto
    Genesys - Employees
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  • 3.  RE: SMS/Chat Web Messaging Routing - Maximum Queue Time Limit/Post Actions

    Posted 03-27-2023 11:48

    Thanks. Since web messing asynchronous, what would happen to the performance in this case due to queue load. What is the Maximum number of interaction can be hold in queue at any point of time. like if i have 59 days and all the interactions are entered the queue for 59 days how much it can have max interactions in the queue?



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 4.  RE: SMS/Chat Web Messaging Routing - Maximum Queue Time Limit/Post Actions

    GENESYS
    Posted 03-27-2023 17:26

    Jeevan - there is no practical limit to the number of conversations we'll accept in the platform, however, for purposes of routing, we only consider the first 3000 interactions - anything over that will stay queued until there is capacity to address them.

    Thanks,

    Chris



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 5.  RE: SMS/Chat Web Messaging Routing - Maximum Queue Time Limit/Post Actions

    Posted 03-29-2023 07:58

    Thanks Chris Bohlin.



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    Jeevan Kumar Jayabalan
    The Travelers Indemnity Company
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  • 6.  RE: SMS/Chat Web Messaging Routing - Maximum Queue Time Limit/Post Actions

    GENESYS
    Posted 07-26-2023 18:46

    Hi everyone - I had some follow-up questions to this post internally on my comments and wanted to add some details to provide more clarity:

    1. When interactions come into a queue – we attempt to route everything.
    2. Its not possible to route everything all the time for a number of reasons:
      1. Agents may be fully utilized for the media type of the interaction
      2. Agents may not be on-queue
      3. Agents may not have the correct skills.
    3. When an agent becomes available, we currently evaluate 3K records to see if we can find a matching waiting interaction which they can answer.   We very rarely cannot find a match as customers have setup their flows and queues and agents to ensure the agents can answer the interactions
      1. In fact, we're going to be lowering this to 1000 records to evaluate as this happens so infrequently that there isn't a need to evaluate more and it will put less stress on the service.

    I hope that helps provide some confidence that we're making the best choices to get your waiting interactions answered in as timely a manner as possible.

    Thanks,

    Chris



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    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
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  • 7.  RE: SMS/Chat Web Messaging Routing - Maximum Queue Time Limit/Post Actions

    Posted 10-12-2023 10:27

    @Chris Bohlin, thanks for your future insights regarding the possible changes on the evaluation limit and lowering this to 1000.
    Just for our understanding: In our environment (serving 54 counties) we have for a few larger countries more than 10k written items in backlog consisting of different types of interactions and priority's assigned to them. Lowering the threshold for items being evaluated for routing from 3k to 1k would mean we would need to create per type of written interaction a separate queue? This to prevent the blocking of interactions to be evaluated for routing higher in the queue than position 1000?

    E.g.: written interactions Type_A, _B and _C with in total 9k (3k per type) are handled in one queue. Every type has it's own priority value.

    Type_A has the highest priority. Meaning that Type_A is filling up the first 3k positions in the queue and thus blocking the Type_B and _C from being evaluated from routing.

    Is our assumption correct and how can this be prevented?



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    Erwin Donkers
    Mercedes-Benz Customer Assistance Center N.V.
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