Conditional group routing overview

  Feature coming soon

Conditional group routing (CGR) allows you to share groups of agents between different queues based on the rules you set. A rule is combination of KPI and agent availability. Currently, only the Estimated Wait Time (EWT) KPI is available. 

Using CGR, you can expand the available pool of agents incrementally. Although the agents from other queues can be diverted to handle an interaction surplus in your original queue, the rules that you set can ensure that the KPI targets of the other queues are not compromised.

Considerations

  • All queues that are part of the division to which the original queue belongs to are available for rule building.
  • All groups that are associated as members with the original queue are available for rule building. CGR is best suited when common groups of agents are shared across multiple queues. Genesys recommends that you add agents with similar skills to a group to optimize CGR. 
  • When a queue contains mixed media and the EWT of each media type is different, CGR cannot compare individual media-level EWT value to the threshold value. Therefore, CGR is best suited for queues that contain single media type. 
  • CGR does not support last agent routing. See Why is an email routed from a queue to an agent no longer in that queue?
  • Currently, from the user interface, you can associate only one group to each rule. However, if you associated more than one group to a rule using the CGR API, the user interface displays only the first group of the groups you set. Similarly, if you add a new group to the rule from the user interface, the change overwrites the rule configuration done using the API.
  • When the EWT calculation request times out or when no agents are available on the queue specified in the rule, the rule evaluation process fails.

Agent selection process

When a new interaction enters a queue that has CGR enabled, the following sequence of events occurs:

  1. By default, all individual agents and agent in groups that are members of the queue, but are not part of any of the five rules, are marked as available for CGR routing. 
  2. Genesys Cloud evaluates the first rule.
    • If conditions in the rule are met:
      1. Genesys Cloud marks all agents in the group as available for CGR routing. Agents in this group and the agents mentioned in step 1 are now available to take the interaction.
      2. The interaction now waits for the wait period specified. If the interaction remains unassigned at the expiry of the specified wait period, Genesys Cloud moves to the next rule.
    • If conditions in the rule are not met – Genesys Cloud deactivates the group and moves to the next rule.
    • If rule evaluation process fails – Genesys Cloud moves to the next rule.
  3. Genesys Cloud now evaluates the next rule.  
    • If conditions in the rule are met:
      1. Genesys Cloud marks all agents in the group as available for CGR routing. Agents in this group, agents in the groups of the previous rules (if they are not deactivated), and the agents mentioned in step 1 are now available to take the interaction.
      2. The interaction again waits for the wait period specified. If the interaction remains unassigned at the expiry of the specified wait period, Genesys Cloud moves to the next rule.
    • If conditions in the rule are not met – Genesys Cloud deactivates the group and moves to the next rule.
    • If rule evaluation process fails – Genesys Cloud moves to the next rule.
  4. The process continues until the interaction is assigned or until the last rule is reached. After an interaction reaches the last rule, the interaction waits until it is assigned. The wait time specified in the last rule is ignored and interactions are not routed through a fallback routing method. 

          Each interaction is evaluated individually. When a group is deactivated for a new incoming interaction because of the rule not being met, the group also becomes retrospectively unavailable for the previous interactions that are waiting for an agent. This is applicable even if the agents in the group were marked as available for CGR earlier. Similarly, when a group, which was earlier unavailable, becomes available to a new incoming interaction, it becomes available to the previous interactions as well. 

          Example

          Scenario: The group, NewGroup 1, and individual agents, Agent 1 and Agent 2, are members of TestQueue13, but are not part of any rule.

          1. An interaction arrives in queue TestQueue13; Genesys Cloud evaluates the EWT of the queue at that time. 
            1. If the EWT is 65 minutes – Agents in the Test Group are activated for CGR. Agents in Test Group, NewGroup 1, Agent 1, and Agent 2 are available for the interaction. Interaction stays on TestQueue 13 for 60 minutes, remains unassigned, and moves to rule 2.
            2. If the EWT is 55 minutes – Test Group is deactivated and rule 2 is evaluated.
          2. Rule 2 evaluates the EWT of TestQueue13. 
            1. If the EWT is 35 seconds – Agents in Test Group 2 are activated for CGR. Agents in Test Group 2, Test Group, NewGroup 1, Agent 1, and Agent 2 are available for the interaction. Interaction stays on the queue for 2 seconds, remains unassigned, and moves to rule 3.
            2. If the EWT is 25 seconds – Test Group 2 is deactivated and Rule 3 is evaluated.
          3. Evaluation continues until the interaction is assigned or the last rule is reached.

            To configure conditional group routing, see Create and configure queues.