Genesys Call routing - Agent Skill Based

Hi Team,

I have a requirement , Where agent should always receive calls based on Level of his Skill, without considering the Call waiting time inside target.

For example, Agent 1 is in Busy status

Agent 1 Has three skills
GOLD = 10
SILVER=5
PLATINUM=1

Agent1 is part of three agent groups
AG_GOLD_HGH
AG_SILVER_MED
AG_PLATINUM_LOW

Agent1 is part of three VQ
VQ_GOLD_HGH
VQ_SILVER_MED
VQ_PLATINUM_LOW

Calls waiting In VQ ,
VQ_GOLD = 5
VQ_SILVER = 10
VQ_PLATINUM = 15

When Agent 1 Makes him self ready , He should receive call from GOLD queue call at any cost.

I cannot consider Priority based Routing Because, in real time there is an access to users to change the level of agent skill.

For example the users may change the skill to Agent 1 as,
GOLD = 1
SILVER=5
PLATINUM=10

so dynamically , he will belongs to,
Agent1 is part of three agent groups
AG_GOLD_LOW
AG_SILVER_MED
AG_PLATINUM_HGH

Agent1 is part of three VQ

VQ_GOLD_LOW
VQ_SILVER_MED
VQ_PLATINUM_HGH

When agent skill is changed in real time, and if agent becomes ready, He should receive call from PLATINUM_HGH queue.

So when i am Routing a call to agent from URS , i should even consider the other Queues to which thee agent belongs to and calls waiting in that Queue.

In-turn it Ends up like, before targeting the call to the selected agent(custom routing), i should query agent skill, ann check the calls waiting in the corresponding queue using stats. This methodology looks very complicated .

i have seen topics ‘how сhoose agent with maximum skill value’ and ‘Retrieve targeted agent skill’ in this forum, Bus those cases are applicable for skill based routing

I can explain you more briefly, if requested.

Kindly suggest me the better way of doing routing.

BR/Raja

Environment has no ORS , Rule Engine

Your concepts are wrong to start with, this is priority routing. Skills does not determine routing priority, skills only tells which users match which conditions. Even if you change the skills what does it has to do with the VIP call being answered? Priority Sir, only way

Enviado de meu E6633 usando Tapatalk

Agreed.
In my scenario, i have two URS, and it is proved that when we use two diff stat servers, in p2p environment, priority routing s not recommended.
I did tried configuring a common statserver for two sipservers and urs used the same.to park call to agents.
In this scenario, i faced agent being reserved by both urs at same at same time.
Resulted n agents getting two calls at a time.
To solve this, i have configured different transition_time, verification time n both the URS.
So, in my case priority routing will not work.
Can u suggest a bettet way.

Queue priorities overrule skill level, if you want gold asnswered first always have gold queue priority highest even by 1 . Lowest queue priority will queue for 10 hrs or more if that’s what you want. Agent skill could be the lowest but will always get gold first.
1 routing stat server should work best.

Basically it is like Tambo described.
You can target agent with GOLD=10 with priority 10, GOLD=9 with priority 9, GOLD=8 with priority 8, etc.
The same about SOLVER and PLATINUM.
When some agent becomes ready the first call (with highest priority) will be one waiting this agent’s maximum skill.

Multiple statservers and priorities are not recommended in situations when one URS can targets the same agents through different statservers.
In all other cases there are no problems with it.

If both URSes reserves the same agent at the same time most likely agent reservation is not properly configured. Just check do both URSes uses the same tserver for reservation. If yes just check tserver logs why it reserves the same agent twice.

Also there is a shortcut to using pattern “wait higher skill with higher priority”. Instead of targeting call to GOLD=10 with priority 10, 9 with priority 9, etc.
you can targets call to any agents with skill GOLD just before doing that call SetIdealAgent(“GOLD=10”).

Hi All,

Thank You very much for your replies.

@Terry : We have two Diff URS mapped to two diff SIP servers, A common stat server is used for routing, results in agent of one switch reserved by both URS at same time when call volume is so high. Due to which we have set different Default options for Both the URS.
Different values for the Options Like transition_time,Verification_time, Has completely reduced the issue of multiple calls landing to agent.

SetIdealAgent is some thing i have to explore and will come back to you.

@Tambo and @cavagnaro : If I had one URS mapped with one SIP, I would have used Queue priority Routing , But two Diff URS mapped to two diff SIP servers , ISCC communication between SIP servers , and using Common statserver for Routing interactions. Priority routing doesn work in when we use multiple URS , which i came to know through this forum.

can Pseudo statistics can help me in this scenario?

why dont you use LDS to load balance through both URS that would help to stop the racing condition you have.

do you really need 2 URS is your volumes that high ??

yeah, what do you mean exactly with call volume being so high?

@Tambo : We are using URS for Voice inbound and Outbound together in two different sites , The Business requirements and strategies loaded are totally Different. If we are considering LDS for this Routing, requires architecture change.So finding better way to achieve it without touching architecture.

@Fra : The number of interactions excuted by both the URS per second in different sites are large in number, i.e. the call volume reaching the sip server is so high, results in Racing condition at times.

Can you quantify in CAPS what ‘high’ means for you?

‘CAPS’ is 25.

ok so 25 is very high in my opinion so your infrastructure and network must be good.

are you talking about call routing priorities for inbound only?

are you doing full call blending with agents on inbound and outbound at same time?

@Tambo : We would like to prioritize the calls only for inbound agents, which is achievable through strategies loaded to RP.

i still don’t get why you can’t use queue priorities though as it accurately describes your routing.

make a list object up with all of your queues in there and assign priorities.

Yes Tambo, we have decided to change the architecture, and Use Queue priority method of routing.

Thank you all for replying my Question..

Great work