Genesys Cloud - Main

I have a customer request to send voicemail to the most preferred agent for a customer if the agent is not available. I know normally the call will be routed to next available preferred agent according to the agent score but instead of that can we give voicemail option to the customer to leave the voice message for specifically the most preferred agent?
#ArchitectureandDesign

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Swarup Das
Accenture Solutions Private Limited
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Hello,

Depending on how you have identified the preferred agent, you could do this with a custom flow. Use a data action to check if that agent status is On Queue, if they are then route to them otherwise route to their voicemail.

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James Dunn
Pitney Bowes Inc.
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Original Message:
Sent: 03-11-2022 05:13
From: Swarup Das
Subject: Voicemail feature in preferred agent routing

I have a customer request to send voicemail to the most preferred agent for a customer if the agent is not available. I know normally the call will be routed to next available preferred agent according to the agent score but instead of that can we give voicemail option to the customer to leave the voice message for specifically the most preferred agent?
#ArchitectureandDesign

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Swarup Das
Accenture Solutions Private Limited
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Hi Swarup - you may also be interested in https://genesyscloud.ideas.aha.io/ideas/INB-I-844 which will help assign an ACD VM to a specific Agent.  We are in the research phase so if you would like more info please let me know!

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trey buck
Genesys - Employees
Senior Product Manager
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Original Message:
Sent: 03-11-2022 05:13
From: Swarup Das
Subject: Voicemail feature in preferred agent routing

I have a customer request to send voicemail to the most preferred agent for a customer if the agent is not available. I know normally the call will be routed to next available preferred agent according to the agent score but instead of that can we give voicemail option to the customer to leave the voice message for specifically the most preferred agent?
#ArchitectureandDesign

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Swarup Das
Accenture Solutions Private Limited
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Surely, in this case it is no longer "Preferred Agent" in the usual sense (as part of ACD) but simply routed to the agent (if not available, should go to VM)

Or am I missing something here?

Hi Paul - I am not sure if that response is meant for me, but to clarify: with the current behavior, it is possible (but not trivial) for an ACD call to be sent to VM for either (A) the user as a Communicate/non-ACD VM, or (B) stay in queue as an ACD VM but available to any agent in the queue.  We are working towards a new routing method that will build on Preferred Agent Routing which will enable targeting a specific user and keeping the VM/callback in the queue for that specific user for a defined period of time. 

I hope this helps!

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Trey Buck
Genesys - Employees
Senior Product Manager
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Original Message:
Sent: 03-21-2022 15:28
From: Paul Simpson
Subject: Voicemail feature in preferred agent routing

Surely, in this case it is no longer "Preferred Agent" in the usual sense (as part of ACD) but simply routed to the agent (if not available, should go to VM)

Or am I missing something here?

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Paul Simpson

Original Message:
Sent: 03-11-2022 05:13
From: Swarup Das
Subject: Voicemail feature in preferred agent routing

I have a customer request to send voicemail to the most preferred agent for a customer if the agent is not available. I know normally the call will be routed to next available preferred agent according to the agent score but instead of that can we give voicemail option to the customer to leave the voice message for specifically the most preferred agent?
#ArchitectureandDesign

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Swarup Das
Accenture Solutions Private Limited
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Sorry, Trey, no my response was for Swarup.

My point was, if you are saying "Please send this call to this named agent, if available, but if not then send it to their VM" then it's no longer really ACD with a "preference". You are sending the call to the agent, if they can't take it, you get their VM.