Routing and evaluation methods
Genesys Cloud ACD uses a queue’s routing method to determine how to match interactions and agents. When using a skills-based routing method, the evaluation method determines how Genesys Cloud processes skill requests for interactions. A customer can request skills, for example, from the IVR. The evaluation method (when used) and the routing method for the queue determine the way that Genesys Cloud matches the interaction with an agent.
A queue administrator assigns a routing method and, if required, an evaluation method to each queue.
Genesys Cloud ACD uses a queue’s routing method to determine how to match interactions and agents. The routing method determines which routing behavior to use. Skills-based routing methods also use the evaluation method to determine how Genesys Cloud processes skill requests for interactions.
The routing methods are:
|Standard ACD||Routes interactions to the next available agent. Considers skills as specified by the evaluation method.|
|Predictive routing||Routes interactions based on AI analysis that discovers the best available match between an agent and specific interaction.|
|Preferred agent||Routes interactions to a pool of preferred agents first.|
|Bullseye||Routes interactions to a targeted sub-queue of agents with specific skills, and if no agents are available, it relaxes the requested skills, based on the queue configuration, to expand the pool of agents.|
|Conditional group routing||
Routes interactions to dynamically expanded pool of target group of agents shared between different queues based on the rules set. The rules ensure that the KPI targets of the other queues are not compromised during the routing process.
In an interaction surplus scenario, when an agent becomes available, the interaction with the highest rank routes first, based on the routing method and evaluation method that you specify.
- Conversation score – A combination of time in queue (in minutes) plus or minus a priority value (in minutes). For example, if a call waits in a queue for 5 minutes and has a priority of 10, the conversation score is 15. This value increases by one for each minute of wait time, or increases if the priority value updates to something higher.
- Priority score – The priority value assigned by Genesys Cloud.
You can view the priority of an interaction on the Interaction panel. For more information, see Queues Activity Detail view.
For skills-based routing methods, agent profiles include ACD skill tags to indicate an agent’s areas of expertise and knowledge. A skill rating indicates the level of proficiency for each agent ACD skill. Genesys Cloud uses agent skills and ratings for some ACD routing methods.
The evaluation methods are:
|Best Available Skills||
ACD considers the 100 agents with the longest time since last interaction. Of those agents, ACD finds those with all of the required skills and the highest average skill proficiency (as it is possible for multiple agents to have the same average skill proficiency). From those, ACD selects the agent with the longest time since last interaction.
|All Skills Matching||ACD selects the agent who has all of the required skills with the longest time since last interaction.
|Disregard Skills, Next Agent||ACD selects the agent with the longest time since last interaction. Skills are not considered.|
- In all three methods, agents with the longest time (in milliseconds) since the last-handled ACD interaction have highest priority. Status changes and on-queue behavior do not affect agent priority. If an agent is assigned to multiple queues, Genesys Cloud considers all of the agent’s queues to calculate the time since their last interaction. This is not restricted to the queue that is under evaluation; that is, if an agent interacted in a different queue previously, the time since that interaction is considered.
- Proficiency scores are considered for both ACD and language skills together.
Together, the combination of evaluation and routing methods determines specific behavior when using a skills-based routing method.
|Standard ACD Routing||Bullseye Routing|
|Best Available Skills||
|All Skills Matching||
|Disregard Skills, Next Agent||