Genesys Cloud - Main

Hi,

We have an inbound call queue with two agents on (usually). Both the agents have the ACD skill associated with that queue. One agent is the "first choice" agent, and has the skill set to five stars. The second agent has the skill priority set to 2 stars.

Their team leader is reporting that the second agent is getting calls even while the first agent is On Queue (and not on another interaction etc). In our old system, if one agent had a higher priority they would get the call regardless of how long they'd been available but I understand from the Genesys documentation that this isn't the case in Genesys Cloud.

1. 1. 1. Genesys Cloud ACD filters the agent list, removing any agents who are not proficient in the required language or skills. For example, if the interaction requires an agent with a Mac OS skill, then Genesys Cloud removes the available agents without that skill. The only agents remaining on the list are those agents qualified to answer the interaction. If there are no qualified agents remaining on the list, the interaction waits in the queue  until a matching agent becomes available.
      2. Genesys Cloud ACD calculates a score for each agent in the list using the amount of time since the agent last handled an interaction.
      3. Genesys Cloud ACD selects the most appropriate agent. The agent with the highest score receives the interaction.

In this documentation it doesn't actually mention what role a skill priority does. I can only assume that it is given some "weight" in the time since an agent handled an interaction? E.g. One star is equivalent to having one extra minute since an interaction?

Is that the case - or if not, how does it work?

I think in our case we may have to move to Preferred Agent but that isn't ideal as I understand preferred agents are highlighted in the Architect flow, which our TLs aren't permitted to access.

Thank you.
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Hi James

Have you got the queue routing evaluation method set to Best Available Skills or All skills matching
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Best available skills:
ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

vs All skills match:
ACD selects the agent who has all of the required skills with the longest time since last interaction.

So if it is set to All skills matching, then the skill proficiency isn't taken into account. With best available skills, the agent with highest avg proficiency should get the call, which sounds like what you are after.

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

Original Message:
Sent: 03-04-2022 04:28
From: James Dunn
Subject: What is the "weight" of a skill priority?

Hi,

We have an inbound call queue with two agents on (usually). Both the agents have the ACD skill associated with that queue. One agent is the "first choice" agent, and has the skill set to five stars. The second agent has the skill priority set to 2 stars.

Their team leader is reporting that the second agent is getting calls even while the first agent is On Queue (and not on another interaction etc). In our old system, if one agent had a higher priority they would get the call regardless of how long they'd been available but I understand from the Genesys documentation that this isn't the case in Genesys Cloud.

1. 1. 1. Genesys Cloud ACD filters the agent list, removing any agents who are not proficient in the required language or skills. For example, if the interaction requires an agent with a Mac OS skill, then Genesys Cloud removes the available agents without that skill. The only agents remaining on the list are those agents qualified to answer the interaction. If there are no qualified agents remaining on the list, the interaction waits in the queue  until a matching agent becomes available.
      2. Genesys Cloud ACD calculates a score for each agent in the list using the amount of time since the agent last handled an interaction.
      3. Genesys Cloud ACD selects the most appropriate agent. The agent with the highest score receives the interaction.

In this documentation it doesn't actually mention what role a skill priority does. I can only assume that it is given some "weight" in the time since an agent handled an interaction? E.g. One star is equivalent to having one extra minute since an interaction?

Is that the case - or if not, how does it work?

I think in our case we may have to move to Preferred Agent but that isn't ideal as I understand preferred agents are highlighted in the Architect flow, which our TLs aren't permitted to access.

Thank you.
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Doh... That is completely it. What a rookie error.

Thanks, that sounds like a plan.

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Original Message:
Sent: 03-06-2022 15:32
From: Anton Vroon
Subject: What is the "weight" of a skill priority?

Hi James

Have you got the queue routing evaluation method set to Best Available Skills or All skills matching
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Best available skills:
ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

vs All skills match:
ACD selects the agent who has all of the required skills with the longest time since last interaction.

So if it is set to All skills matching, then the skill proficiency isn't taken into account. With best available skills, the agent with highest avg proficiency should get the call, which sounds like what you are after.

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

Original Message:
Sent: 03-04-2022 04:28
From: James Dunn
Subject: What is the "weight" of a skill priority?

Hi,

We have an inbound call queue with two agents on (usually). Both the agents have the ACD skill associated with that queue. One agent is the "first choice" agent, and has the skill set to five stars. The second agent has the skill priority set to 2 stars.

Their team leader is reporting that the second agent is getting calls even while the first agent is On Queue (and not on another interaction etc). In our old system, if one agent had a higher priority they would get the call regardless of how long they'd been available but I understand from the Genesys documentation that this isn't the case in Genesys Cloud.

1. 1. 1. Genesys Cloud ACD filters the agent list, removing any agents who are not proficient in the required language or skills. For example, if the interaction requires an agent with a Mac OS skill, then Genesys Cloud removes the available agents without that skill. The only agents remaining on the list are those agents qualified to answer the interaction. If there are no qualified agents remaining on the list, the interaction waits in the queue  until a matching agent becomes available.
      2. Genesys Cloud ACD calculates a score for each agent in the list using the amount of time since the agent last handled an interaction.
      3. Genesys Cloud ACD selects the most appropriate agent. The agent with the highest score receives the interaction.

In this documentation it doesn't actually mention what role a skill priority does. I can only assume that it is given some "weight" in the time since an agent handled an interaction? E.g. One star is equivalent to having one extra minute since an interaction?

Is that the case - or if not, how does it work?

I think in our case we may have to move to Preferred Agent but that isn't ideal as I understand preferred agents are highlighted in the Architect flow, which our TLs aren't permitted to access.

Thank you.
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------

Additionally, please note that we have an org-level toggle (in the contact center section of options) titled 'Routing Includes Agent Presence'.  This will ensure interactions are delivered to agents based on their status changes and not just look at the time since last interaction.

Hope that helps!  Thanks to Anton for his great description as well!

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 03-07-2022 04:43
From: James Dunn
Subject: What is the "weight" of a skill priority?

Doh... That is completely it. What a rookie error.

Thanks, that sounds like a plan.

------------------------------
James Dunn
Pitney Bowes Inc.

Original Message:
Sent: 03-06-2022 15:32
From: Anton Vroon
Subject: What is the "weight" of a skill priority?

Hi James

Have you got the queue routing evaluation method set to Best Available Skills or All skills matching
https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/

Best available skills:
ACD considers the 100 agents with the longest time since last interaction.  Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency).  From those, ACD selects the agent with the longest time since last interaction.

vs All skills match:
ACD selects the agent who has all of the required skills with the longest time since last interaction.

So if it is set to All skills matching, then the skill proficiency isn't taken into account. With best available skills, the agent with highest avg proficiency should get the call, which sounds like what you are after.

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

Original Message:
Sent: 03-04-2022 04:28
From: James Dunn
Subject: What is the "weight" of a skill priority?

Hi,

We have an inbound call queue with two agents on (usually). Both the agents have the ACD skill associated with that queue. One agent is the "first choice" agent, and has the skill set to five stars. The second agent has the skill priority set to 2 stars.

Their team leader is reporting that the second agent is getting calls even while the first agent is On Queue (and not on another interaction etc). In our old system, if one agent had a higher priority they would get the call regardless of how long they'd been available but I understand from the Genesys documentation that this isn't the case in Genesys Cloud.

1. 1. 1. Genesys Cloud ACD filters the agent list, removing any agents who are not proficient in the required language or skills. For example, if the interaction requires an agent with a Mac OS skill, then Genesys Cloud removes the available agents without that skill. The only agents remaining on the list are those agents qualified to answer the interaction. If there are no qualified agents remaining on the list, the interaction waits in the queue  until a matching agent becomes available.
      2. Genesys Cloud ACD calculates a score for each agent in the list using the amount of time since the agent last handled an interaction.
      3. Genesys Cloud ACD selects the most appropriate agent. The agent with the highest score receives the interaction.

In this documentation it doesn't actually mention what role a skill priority does. I can only assume that it is given some "weight" in the time since an agent handled an interaction? E.g. One star is equivalent to having one extra minute since an interaction?

Is that the case - or if not, how does it work?

I think in our case we may have to move to Preferred Agent but that isn't ideal as I understand preferred agents are highlighted in the Architect flow, which our TLs aren't permitted to access.

Thank you.
#Routing(ACD/IVR)
#SystemAdministration
#Telephony

------------------------------
James Dunn
Pitney Bowes Inc.
------------------------------