Specify routing and evaluation methods

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

Choose the routing method

1. Click the Routing tab.
2. Under Routing Method, select which routing method you want to use:
   • Standard routing (default)
   • Predictive routing
   • Bullseye routing
   • Preferred agent routing
   • Conditional group routing
3. 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:

4. To use workload balancing with predictive routing, set Workload Balancing to On.
5. To use skill matching with predictive routing, set Skill Matching to On.
6. 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.
7. 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.
• 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, 
5. To add groups to a bullseye routing ring, perform these steps:
   1. Click the Groups tab.
   2. Click Add Group.
   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 skill or 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 Set up routing for agents and then set the length, in seconds.
5. Click Save.

Configure conditional group routing

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. Select the KPI to optimize. By default, the first selection is Estimated Wait Time (EWT).
   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.
   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. 
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.)