Kinda Load balancing among agents based on DNIS

Genesys Cloud Routing
1

Hi guys,
I have a customer with a strange requirement for me but logical for them…
The problem is as follows:

Customer has like 3 phone numbers for calling their contact center, why? Because their marketing department uses the info of the ammount of calls to know which media (TV, RAdio, Wallboards, etc) is more effective.
So, they want that each agent (like 10) receive even calls per channel, meaning that call 1 from channel 1 will go to agent 1, call 2 from channel 1 will go to agent 2, call 1 from channel 2 will go to agent 1, call 2 from channel 2 will go to agent 2, call 3 from channel 1 will go to agent 3 and so on…I can’t imagine how to do this kind of distribution…not at least with default target objects. Any idea on how to do this???

Thanks

2

Cavagnaro -

don’t hate me for this, but how about:

  • create and Agent Group for each DNIS and place agents in all of them?
  • create a skill for each DNIS and assign it to all the agents?
  • VAG on DNIS? :slight_smile:

Should work, unless, once again, I am missing something…

1 Like
3

;D well forgot to tell I have an OXE…but I guess maybe I’m trying to create a space rocket when it is as easy as that lol
My concern about OXE is the way on how it distributes the agents according to the Processing Group (ACD Queue)…but I’ll have to test and see how it works
Thanks Vic! ;D