Selecting agents - Are they logged in on Voice or not?

[runarM]

Hi everyone.

We have a problem with routing in Genesys 6.5:

When we route a call, we fetch a list of possible targets in the form of Virtual Agent Groups. These VAG's uses skills to match agents. Agents have both email and voice-skills.

The target list could look like this:
VAG_Invoice : 300 sec
VAG_Top : 300 sec
VAG_Default : 1800 sec

To prevent that customers have to wait when some routing-offices are closed, e.g when no Agents matching VAG_Invoice is logged in, we immidiatly go to next target instead. The problem is, that when agents are working with mails after opening, they are counted as possible targets, and the customer ends up waiting for agents not working on voice.

The flow is like this:

<Fetch targetlist>
<Select target>
<Expand Target>
<Select DN (Target)>
timeout:
if (AgentsLoggedIn = SData(StatAgentsLoggedIn)) > 0 then SuspendForDN (targetTime)
else <SelectNextTarget> goto <Expand Target>

We use the "UseAgentState" to prevent that agents on mail are selected as routingTargets for voice and v.v, but this doesnt seem to be taken into account when doing the "ExpandTarget" and "AgentsLoggedIn"

My idea is to create another statistic to check if we should try to use the current target or not, but im a bit lost on how this should be implemented. It is maybe also possible to change the VAG-definition to do the filtering at that point?

Any ideas?

[mark]

So your agents are being targetted for voice calls, even though they are set to notready for voice?

Mark

[runarM]

No, the router doesnt try to route voice-calls to the agents logged in on mail, but when i use the statistic to find "logged in agents" based on the targets fetched from the Vitrual Agent Group, the router thinks that there is agents availble to handle calls to that skill..

E.g:

Agent1 has skills: Invoice, InvoiceMail
Agent2 has skills: Invoice, InvoiceMail
Agent3 has skills: Default

After 7pm, Agent1 and Agent2  logs out from the voice-dn, and Agent1 starts handling mail. He is now the only agent with the Invoice-skill that are logged in.

A call to Invoice arrives, and gets this target list:
VAG_Invoice (Skill Invoice > 0)
VAG_Default (Skill Any > 0)

First we fetch the target-list containing all agents in VAG_Invoice, Agent1 & Agent2.
Then we check if there are any agents logged in in that target list, and yes : Agent1 is logged in (though hes not logged in on Voice-DN)

So, we try to wait for the targetlist Agent1 & Agent2. When Agent1 is ready, he will NOT be selected for the call, since using UseAgentState indicates that possible targets should be ready on voice. The customer will not get to an agent before we use VAG_Default after timing out on VAG_Invoice.

What I would like to accomplice, is that the test for "any logged in agents in target-list?" should concider if the agent are on voice-dn, so if not, we could proceed directly to VAG_Default.

[JTL]

What stat are you using to determine which agent is first to receive a call? StatTimeInReadyState may not be best in these circumstances, but StatAgentLoading may be better, as it gives higher priority to agents with no busy DNs, I believe...

Worth checking out, anyway.