I just wanted to add my two cents in just finding out that "feature" existed.
We've had some abusive customers come in via web messaging, and sometimes need to deactivate or remove agents from that queue as part of managing our staff's health and safety from violence and aggression.
However in this scenario with this "feature" - the next time the consultant goes on queue for our other work, Genesys Cloud would route the abusive customer straight back to the consultant - even though we've specifically removed them from that queue for their wellbeing.
Whilst these "features" are sometimes well intended, there are always unintended consequences - especially when they are forced upon customers and we don't have full control over the entire end-to-end routing behaviour.
Can I confirm that this behaviour currently only applies to email and message queues, and does it follow the message threading timeline (i.e. so after 72 hours, any reply interaction will be treated as new and not follow LAR)?
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Jeff
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Original Message:
Sent: 01-23-2023 08:49
From: Chris Bohlin
Subject: Why does Last Agent routing Alert Agents that are no long a member of the queue?
Michael - Nico's explanation is correct (though the feature itself was implement long before he or I were part of the Genesys Cloud team!). Understand the frustration/confusion and we do have an idea open to address LAR and make it an optional setting on queues for digital channels rather than the default setting. I don't have timing on it currently but i do think we'll pick it up on the first half of the year.
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 01-20-2023 07:42
From: Nico Feliciano
Subject: Why does Last Agent routing Alert Agents that are no long a member of the queue?
Hello Michael,
Mainly my personal opinion on the matter and not the official Genesys response - a wee disclaimer 😉
I think the reason why last agent routing was put in by design is to address one of the fundamental functions of a contact center solution which is to continue/sustain an already existing conversation. Although one can argue that improvements can be made on the flipside to simply transition the entire asynchronous conversation to the new agent, I believe a warm handover is still the best way to effectively transfer the core of any interaction from one person to another and not lose any detail.
Though I agree with you that if you look at it from the perspective of administering the contact center that this becomes a pain. I suppose configuring the feature like reducing the threading timeline from 72 hours should help this cause, combined with other allocation/headcount considerations when scheduling resources. And considering your scenario, re-routing any wayward interaction to a correct user should not be complicated at all.
In the event that your customer does bring this up, rest assured somebody from the Genesys team can help you go through that conversation.
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Nico Feliciano
Genesys - Employees
Original Message:
Sent: 01-19-2023 21:51
From: Michael Lechte
Subject: Why does Last Agent routing Alert Agents that are no long a member of the queue?
Hi All,
Why does Last Agent routing Alert Agents that are no long a member of the queue?
I found during my testing that if I had a Web Messaging thread that if the Agent was to be disabled of removed from the queue and the Web Message thread was re-joined by the customer the Web Message (which is if the customer requests a chat within 72hours by default) would still route to the Agent event when to Agent is no longer a member of the queue.
The KB link explains why this occurs with email but what it doesn't explain is the business reason why!
I can't think why you would want to route a chat or email or any other interaction to an Agent that is no longer a member of the queue.
If an Agent has changed jobs and no longer works in the same department and likely no longer has the access to help the customer, why would you want to route to them just because they dealt with them last time.
It makes no sense!
I haven't yet had any customer complain about this yet however I'm not sure what I should say if they do.
What are your thoughts on this matter?
Why is an email routed from a queue to an agent no longer in that queue? - Genesys Cloud Resource Center (mypurecloud.com)
#Routing(ACD/IVR)
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Michael Lechte
Senior Pre-sales, Tech Support Specialist
QPC Australia
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