Limit Agent Targeting

Genesys Cloud Routing
1

Is there a way to identify the same agent getting picked again and again call after call after call - and if such thing happen, is it possible to identify if the same agent is getting reserved multiple times and if that reaches a counter variable then can we exclude the agent from being considered for routing.
I know of exclude agent function - but is this something that we can exclude only if such repeated reservation is happening.

Thanks
Water.

2

May be better to find out why agent is picked again and again?

But if needed you can count number of times agent is picked and if it reach some limit request URS to not target him anymore permanently or for some time

3

Check URS logs to understand why that agent is being chosen like that. Check under the strategy which statistic you are using to distribute the calls.

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4

I got the problem and got it fixed - it was a problematic extn and login that was showing up this agent to be available for the longest duration - and we pick the longest available agent.
So I was wondering if next time if such things happen, i could prevent it ..
so with this , the same agent was picked up again and again but the call was getting to him but ended having 1172 error - which is resource busy - and getting defaulted. His actual state wasn’t considered be it any state he was shown available. so managed to fix this up.. but wanted to prevent one such occurrence and prevent this happening.

5

At URS on error option maybe try the try-next option instead of default

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6

You will need to analyze error code if error happen (red port of target object) - check for error 0013 RemoteError and GetLastErrorInfo to be 1172… (and on_route_error option to be strategy_ok to provoke exiting from red port of target selction object).
And if matches you can increase counter and/or exclude agent or mark him as not routable for some time etc.

Or just intercept routing error with OnRouteFail[intercepting subroutine] and perform agent counting/excluding logic from it.