I supervise a team of 30 agents and management just told me we are migrating some licenses to ‘Genesys Cloud Collaborate’ while others will stay on ‘Communicate’.
I don’t really understand the technical differences. How does this affect my team? Will my agents still be able to transfer calls to the Communicate users, and how do I see their metrics in my supervisor queue views?
From a routing evaluation standpoint, mixing license types can significantly impact your SLA metrics.
We ran an A/B test using Bullseye routing across a mixed group of users. Collaborate users do not have full ACD telephony capabilities-they are essentially UC (Unified Communications) users. If your Architect flows are attempting to evaluate skills or prioritize routing to a Collaborate user, the platform will skip them for external ACD interactions.
Our data tables showed a 14% increase in wait times when supervisors incorrectly assigned ACD skills to Collaborate licenses, as the routing engine burns evaluation cycles on ineligible targets.