Specify routing and evaluation methods

Note: For more information about using routing and evaluation methods to determine how to match interactions and agents, see Routing and evaluation methods.

Choose the routing method

  1. Under Routing Method, select which routing method you want to use:
    • Standard routing (default)
    • Predictive routing
    • Bullseye routing
    • Preferred agent routing
    • Conditional group routing
  2. Follow the instructions below for your selected routing method.

Configure standard routing

  1. Under Evaluation Method, select the method by which to match interactions and agents: 
    • All skills matching
    • Best available skills
    • Disregard skills, next agent  (The agent with the longest time since last interaction.)
  2. Click Save. 

Configure predictive routing 

Predictive routing currently supports voice, email, and asynchronous message interactions. By default, all threaded emails and messages that occur within 72 hours of the first exchange are forwarded to the agent who last handled the email interaction. 

For more information about predictive routing, see Predictive routing overview.

  1. In the Key Performance Indicator box, click the KPI to optimize.
  2. In the Predictive Routing Timeout box, type the timeout period (from 12-259,200 seconds or 72 hours).
  3. Select one of the following predictive routing modes:
To run comparison testing, where some interactions process using predictive routing and the rest by the selected baseline routing method:
  1. Click Comparison Test Mode.
  2. In the Predictive Routing Comparison Test pane, click the routing method to test against predictive routing. 
  3. Configure the alternative routing method using the instructions in this article for the method that you chose. 
    For more information about comparison testing, see Test predictive routing for your queues.
To use predictive routing for all interactions that the queue processes: Click Use for All Queue Interactions.
To route interactions using predictive routing 80% of the time and the selected baseline routing method 20% of the time:
  1. Click Ongoing Value Monitoring.
  2. In the Ongoing Value Monitoring pane, click the routing method to compare against predictive routing.
    Notes:
    • Selecting this option allows you to measure the ongoing benefit of predictive routing. Genesys recommends that you run ongoing value monitoring for at least a few months. Changing to another mode prematurely may interfere with the evaluation.
    • You cannot change the 80:20 time split ratio. 
    • For more information about measuring the ongoing benefit, see Monitor ongoing value of predictive routing.
  1. To use workload balancing with predictive routing, set Workload Balancing to On.
  2. To use skill matching with predictive routing, set Skill Matching to On.
  3. Under Timeout Routing Method, click the evaluation method to use when an interaction reaches the predictive routing timeout period and requires a fallback routing method. The fallback method is always standard routing.
  4. Click Save. The Queue list page appears, showing Predictive [Processing...] in the Routing Method column. For more information about the processing phase, see The KPI processing phase

Configure bullseye routing

For more information on bullseye routing, see Advanced routing overview.

To configure bullseye routing, for ring 1 do the following:

      1. In the Route to available agents for box, type the number of seconds to wait before passing the call to the next consecutive ring.
      2. In the Remove these skills on ring exit box, type the name of one or more skills to remove from the selected agents if the exact target is not available to receive the interaction.
        Note: The maximum number of skills that you can remove on a single bullseye ring is 50.
      3. To expand the pool of available agents if if Genesys Cloud finds no match in the first ring, repeat steps 1-2 for each consecutive ring, up to six rings.
      4. Click Save.

Configure preferred agent routing

For more information on preferred agent routing, see Advanced routing overview.

To configure preferred agent routing, do the following:

      1. Select Add Ring.
      2. For the first ring, specify a score and determine how long to route interactions to agents with an assigned score that is equal to or higher than that value.
      3. To expand the pool of preferred agents if Genesys Cloud finds no match in the first ring, repeat steps 1-2 for each consecutive ring, up to six rings.
      4. To route interactions to all preferred agents for a specific length of time, enable Consider all preferred agents and then set the length, in seconds.
      5. Click Save.

Configure conditional group routing

  Feature coming soon

Before you begin to add conditional group routing rules, create the required groups. To learn about how conditional group routing identifies agents, see Conditional group routing overview.

  1. Set rule 1:
    1. In the Key Performance Indicator box, click the KPI to optimize.
    2. Enter the condition which must be met for the agents in the groups associated with the rule to be made available for the interaction.
      Note: Only queues that belong to the division the current queue is part of are displayed. 
  2. Repeat step 1 for up to five rules. 
  3. Under Evaluation Method, select the method by which to match interactions and agents: 
    • All skills matching
    • Best available skills
    • Disregard skills, next agent  (The agent with the longest time since last interaction.)