I am currently evaluating the efficiency of our bot escalation paths. We are seeing a significant increase in agent handle times when the bot fails to resolve the intent. I am comparing skills-based routing versus bullseye routing for these escalations. Bullseye routing allows us to expand the pool of available agents if the primary skill group is occupied, which theoretically reduces wait time. However, I am concerned that the secondary agents might not have the specific training to handle these failed bot interactions effectively. What are the best practices for configuring bullseye expansion rings to minimize customer frustration?
This is such a great topic! In my experience with Genesys DX migrations, the transition from a bot to a human is the most critical moment for customer satisfaction. I absolutely love using bullseye routing because it gives you so much flexibility! My advice is to keep your first ring very tight with your absolute best agents, and then expand slowly. It makes the customer feel like they are finally getting the help they need!
From a technical integration standpoint, we implemented a custom Kafka producer that monitors these escalation events in real time. We found that bullseye routing is superior for high volume environments, but you must ensure that your participant attributes are preserved across the rings. If an agent in a secondary ring receives the call, they must have the full context of the bot interaction to avoid asking the customer to repeat information.
Our MuleSoft middleware handles this mapping by injecting the bot slots into the agent screen pop.
This whole routing setup sounds like a nightmare for my screen recording policies. If the call keeps bouncing between bullseye rings, my Chrome extension sometimes fails to trigger the recording correctly because the participant ID changes too fast. It is incredibly frustrating to explain to the quality team why we have audio but no video for these bot escalations.
Make sure your rings are not too short or you will break your recording triggers.