Last Agent Routing - Agent Group Confirmation

[Michael]

We are currently routing to the LastAgent if customer calls again within 30 days. However, recent weather events have revealed an unintended consequence.

Agents were re-skilled to assist in another area temporarily and were then moved back to their original skills sets / agent groups. If a customer that they spoke to while they were assisting another area calls back in, the call is routed to them and should not be as they would not normally take this type of call.

What we would like to do is determine whether the "last agent" that the customer spoke with is still a member of the target agent group prior to routing to "last agent". My current approach is to tie my custom table (containing "last agent") to cfg tables to see if any of the agent groups that the agent is in matches the primary target variable but I'd like something more straightforward (aka easier).

Has anyone else done this? Any assistance is appreciated.

One other question, can anyone tell me which table the virtual agent group script definitions are in? I haven't found it in the cfg tables but I know it has to be there somewhere.

Thanks.

[René]

Hi Michael,

You can use IRD ExpandGroup function that returns list of agents of specified (virtual) agent group (format: AgentName1.A,AgentName2.A...). Then you can try to find last agent name in returned string using IRD StrStr.

R.

[Michael]

Rene,

Thanks for your reply. I looked @ that as an option but Genesys recommends against using ExpandGroup, GetSkillInGroup, etc... due to performance hits. Would you (or anyone else) have any comments on what "performance hit" I am going to risk by using the ExpandGroup function?

Currently, we have approximately 100 agents taking about 150K calls / month. However, we do a significant # of DB reads / writes along the way using about 40 different KVP's to make routing decisions.

Thanks again.
Mike

[kubikle]

Waring about performce hits for ExpandGroup etc appear only after function CreateSkillGroup was introduced. CretaeSkillGroup is better by performance when you use it as target (inside target selection object). If used for other purpose the performce hit is not very big - only to create the mentioned string of agents, if list of agent is measured in hundreds (not in tens of thousnds) there is no problems with using of ExpandGroup