Hi Everyone,
Which is the best way to set a Priority depending of the interaction Type. For example, if an agent is ready to receive an interaction, I want to set a different priority so the agent will check first for call interactions, then for chat interactions, then for email interactions…So like to determine an order of importance by type
Any ideas?
Thank you! ;D
You have an understanding issue…agent doesn’t seek interactions, URS routes interactions to agents…it is the other way. So if you have an interaction and have a free agent then it is routed to him.
While having a call you can receive a chat/email/etc as they are just data messages. You can set NR for each media type, but not apply priorites over agents MediaType availability. The idea is to work on customer satisfaction, not agent POV. If your agent is free of email interactions then he is free to accept the incoming invitation or not. If he doesn’t does means he is busy with something else and it will return to the queue going to another free possible agent.
One thing you can do it set a Service Objectives based on media type. It won’t necessarily stop all chat traffic to an agent if there are voice calls in queue, but it can help set priority so one media type is weighted higher. The lower the number in the service objective, the higher priority. I’m not sure if that will get you exactly what you are looking for, but you could certainly test in your lab environment.
Hi,
Cavagnaro: Thanks for your reply. I know agents doesn´t take the interactions, i know the interactions are routed to them, the thing is, I am using capacity rules, so agents can receive one interaction of any kind only, and i want to priorize for example voice interactions over chat or email…
MarkComplete: Thanks for your answer, i don´t know what service objectives are, i will investigate it to give it a try!
Thank you! ;D
Still don’t understand what you want to do. Somebody illustrate me please…I’m might be losing something important.
You have 3 types of interactions, meaning each one has its own queue and the agents have 3 doors. Which can be opened or closed.
The fact that each interaction has its own waiting queue (a customer row) means Voice interactions will never fight a position vs a Chat interaction even when going to same agent as the agent has an independent door for each of them.
So imagine it as real persons, one going to make a deposit with a real agent on a row and others going to ask for information on a ATM. Why on earth I’d compare those 2 queues and even try somehow to prioritize one of them. Even if at the end the Bank will do a transaction as they are different doors they don’t fight between them for an attendant availability.
So, what am I missing?? Or my POV is wrong?
Haha you are not missing anything
The thing is , imagine an agent can receive one interaction of any kind only. Only a mail, only a voice call or only a chat. If he is the only agent available and in my voice queue i have one call waiting, and in my chat queue i have one chat interaction waiting, how can i manage to check first the voice queue and if it´s empty, check the chat queue??
Thanks!
Ok, so you have 2 queues, with 1 interaction on them, EMail and Voice.
All agents logged off
Agent X arrives
Agent X can only receive email (as per Capacity rule, right?)
Agent X can’t receive voice nor chat (as per Capacity rule doesn’t allow it, right?)
He logs into Genesys
Genesys does a logged in Event and assign him to his agentgroup(s).
By checking his capacity rule the data is validated against StatServer and sent to URS and TServers
“Hey guys! X arrived and he is ready for Email!”
URS receives and as only has Email, sends the event there and Email routed.
So you say, you want that the Strategy assigned to Voice checks that X is logged in, but as he has no capacity rule, but a Waiting call, to assign that Capacity Rule to agent X?
Is that it?
again…here…agents don’t check nothing…burn that with a laser in your head
And assuming you say: No, agents can receive by capacity rule all three (should be “and” not “or” in the statement),
Would be
"Hey guys! X arrived and he is ready for Email and voice!
URS receives and propagates, sends the event there and Email routed.
URS receives and propagates, sends the event there and Voice routed.
Both almost at the same time, of course, email recheck usually is a little bit slower in seconds, so probably he will receive voice first (as is a live person/interaction) and the Email a few seconds later as is a passive interaction. Just because he had the 2 doors opened and in Ready.
So which scenario are you referring to?
Why not just in strategy that process emails calls set one priority and in startegy for procesing voice calls set higher priority. In such case when agent is not ready and there are voice and email interaction in the queue waiting for the agent, voice interaction will be ahead and be picked up first by URS when agents becomes available.
Mentioned service objectives also can be used to order calls in queues (placing vocie calls aheoad of emails). Priority though is first thing URS looks at, service objectives are used if priority of interactions are the same.
Won’t make sense neither again, as priority applies for the RP, so again, a Chat/EMail/Voice interaction priorities don’t have nothing to do with other media types
Hi!
Is the second scenario, agent can receive both emails and voice interactions, and assume they are routed at the same time, is there a way I can priorize one of them? Maybe using Priority as Terry said??
Agent X acn receive both type of interactions, but only one at a time.. 
One at the time?? How? Never saw that configuration as each channel is independent. Mostly…why even if possible? ???
Where do you restrict that one agent can receive one interaction type even when he has the door in Ready State?
If I use capacity rule “One Default Interaction of any type only”, it doesn´t include voice?? Only e-services interactions? ???
Not sure about exact meaning of “priority applies for the RP”.
For URS priority is property of call (that can be set/changed anytime by strategy processing the call).
startegy processed vioce calls can Call Priority[100] ans startegy processing emails can call priority[10], if startegy process both types of call then media type of call can be checked in strategy.
In any case I believe only available options (after compeeting calls “presdented” to URS) are:
From Genesys support:
However, if no capacity rule specified for Person, Place, and Tenant object, the Default Capacity Rule always displays 0 as a maximum number of interaction for any media, except voice
That means you are not declaring Capacity rules actually and let by default Statserver to use the ones created on CME without including Voice…not very nice from my point of view.
Why not create a Capacity Rule with Voice and Chat, Voice Email, Voice email chat and let them be 1 on all of them?
Edit: Check case 000037293
Might be wrong but up to my knowledge out-of-box capacity rule “Default_One_interaction_of_any_type_only” already has right defintrion- you probably need just to configure tenant with this rule and thats it.
Hey terry,
Well I do know we can upload a Voice strategy on a email logic but would that make sense?
I mean, even if same strategy is attached to different RPs and Virtual ones on Multimedia interactions, do you mean a priority applied to a Routing Point X will also reflect on another Routing with same strategy loaded on a Routing Point Y?
I always considered that each interaction was independent about on which RP it was loaded. Of course you have stats that can be applied to get a global view but my priority applied on RP X wouldn’t matter to the RP applied on Y.
If so I’d like to understand that much better as would be something very new to me…never saw on URS Genesys logs something that would indicate such behavior…if you can expand your explanation that would be great.
Thanks!
Sorry, a bit confused, may be I put it wrong.
All calls/interactions of course are independent (doesn’t matter are they on same RP or not, do they run the same strategy or not).
Just under applying priority I mean calling in strategy function Priority which will affect only call that execute this function.
I meant that if startegies for voice calls somewhere at the beginning execute Priority[20] - every vocie call going through it will starts from priority 20. if strategirs for emails has somewhere at the beginning
Priority[10] - just the same all emails has priority 10.
In such case when agent is waited by both voice and email and becomes ready then voice call will always be selected.
If strategies already use priorities for something then probableyranges of priorities can be allocated to different medias (emails operate in range 1-100, voice in range 101-200) etc so voice calls will always be prefereble over emails calls when some agent become ready.