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

For more information about how Genesys Cloud uses routing methods to determine how to match interactions and agents, see Routing and evaluation methods

Choose the routing method

  1. Click the Routing tab.
  2. Under Scoring Method, choose how to score the waiting interactions for ranking. 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. 
    Note: When different queues have different scoring methods, Genesys Cloud first routes the interactions in queues that have the priority score method set. 

    You can view the priority of an interaction on the Interaction panel. For more information, see Queues Activity Detail view.

  3. Under Routing Method, select which routing method you want to use:
    • Standard routing (default)
    • Predictive routing
    • Bullseye routing
    • Preferred agent routing
    • Conditional group routing
  4. Based on the routing method you select, configure the queue using the appropriate instructions that follow.

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 Run in 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.
    • 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 Predictive routing ongoing value monitoring.
  1. To use workload balancing with predictive routing, set Workload Balancing to On.
  2. To compare the existing occupancy rate with desired occupancy values and then balance the workload, select Set agent occupancy threshold and set the minimum and the maximum values in the slider. Occupancy percentages appear in the Agents Status Summary view. This option ignores the agent wait time.
  3. To use skill matching with predictive routing, set Skill Matching to On.
  4. Under Timeout Routing, 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.
  5. 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

Genesys Cloud offers two ways to define bullseye routing rings. First, define up to five rings with the appropriate delays between each ring. Next, perform one of the following steps:

  • Option 1: Save your changes and from the Members tab assign specific users or groups to each ring. To ensure compatibility with WEM forecasting and scheduling, you can manage expansion by creating skill expression groups defined with the same skills but with varying levels of proficiency. 
  • Option 2: From the Routing tab, add the skills to be removed from routing consideration in each ring.

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

Option 1: Configure bullseye routing by assigning specific users or groups to each ring

  1. Define up to five rings with the appropriate delays between each ring.
  2. Click Save & Continue.
  3. Click the Members tab.
  4. To add users to a bullseye routing ring, 
    1. Click the Users tab.
    2. Click Add User.
    3. Search for the required user using the search filters.
    4. To add the user or users to the queue, click Add Selected.
  5. To add groups to a bullseye routing ring, perform these steps:
    1. Click the Groups tab.
    2. Click Add Group.
      Note: If you are configuring the queue for WEM forecasting and scheduling, add skill expression groups.
    3. Select to search for one of these group types:
      • Groups only
      • Skill groups only
      • Work teams only
    4. In the Enter a name box, begin typing the first few letters of the group and select the appropriate match from the results.
    5. To add the group or groups to the queue, click Add Selected.
    6. Under Bullseye Ring Number, select the ring to which to associate the group.
    7. Repeat steps b–f to add more groups to the queue.
  6. To remove a user or group from the bullseye ring, under Action, click X next to the member or group name.

Option 2: Configure bullseye routing by removing skills from routing consideration

  1. Define up to five rings with the appropriate delays between each ring.
  2. In the Time Interval box, type the number of seconds to wait before passing the call to the next consecutive ring.
  3. In the Skills to remove on exit box, click the X next to the skills you want 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.
  4. To expand the pool of available agents if if Genesys Cloud finds no match in the first ring, click Add Ring and repeat steps 1-2 for each consecutive ring, up to six rings.
  5. To remove a ring, click Delete Ring.
  6. 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. Click 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 Route to all preferred agents for and then set the length, in seconds.
  5. Specify the timeout routing method to route interactions after the expiry of the time you set for Preferred agent routing. You can choose one of the following routing options: Standard routing, bullseye routing, or conditional group routing
  6. Click Save.

Configure conditional group routing

Before you begin to add conditional group routing rules, create the required groups or work teams, and add them as members to the queue. To learn about how conditional group routing selects agents, see Conditional group routing overview, and for FAQs, see Conditional group routing FAQs.

  1. Set rule 1:
    1. Select the KPI to optimize. By default, the first selection is Estimated Wait Time (EWT).
    2. Enter the condition that 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.
            After an interaction reaches the last rule, the interaction waits until it is assigned. The waiting interactions are not routed through a fallback routing method. 
          1. Under Evaluation Method, select the method to match interactions and agents: 
            • All skills matching
            • Best available skills
            • Disregard skills, next agent (the agent with the longest time since last interaction)