Priority depending Interaction Type

[gzooby]

Hi Everyone,

Which is the best way to set a Priority depending of the interaction Type. For example, if an agent is ready to receive an interaction, I want to set a different priority so the agent will check first for call interactions, then for chat interactions, then for email interactions...So like to determine an order of importance by type

Any ideas?

Thank you!

[cavagnaro]

You have an understanding issue...agent doesn't seek interactions, URS routes interactions to agents...it is the other way. So if you have an interaction and have a free agent then it is routed to him.
While having a call you can receive a chat/email/etc as they are just data messages. You can set NR for each media type, but not apply priorites over agents MediaType availability. The idea is to work on customer satisfaction, not agent POV. If your agent is free of email interactions then he is free to accept the incoming invitation or not. If he doesn't does means he is busy with something else and it will return to the queue going to another free possible agent.

[MarkComplete]

One thing you can do it set a Service Objectives based on media type.  It won't necessarily stop all chat traffic to an agent if there are voice calls in queue, but it can help set priority so one media type is weighted higher. The lower the number in the service objective, the higher priority. I'm not sure if that will get you exactly what you are looking for, but you could certainly test in your lab environment.

[gzooby]

Hi,

Cavagnaro: Thanks for your reply. I know agents doesnīt take the interactions, i know the interactions are routed to them, the thing is, I am using capacity rules, so agents can receive one interaction of any kind only, and i want to priorize for example voice interactions over chat or email...

MarkComplete: Thanks for your answer, i donīt know what service objectives are, i will investigate it to give it a try!

Thank you!

[cavagnaro]

Still don't understand what you want to do. Somebody illustrate me please...I'm might be losing something important.
You have 3 types of interactions, meaning each one has its own queue and the agents have 3 doors. Which can be opened or closed.
The fact that each interaction has its own waiting queue (a customer row) means Voice interactions will never fight a position vs a Chat interaction even when going to same agent as the agent has an independent door for each of them.
So imagine it as real persons, one going to make a deposit with a real agent on a row and others going to ask for information on a ATM. Why on earth I'd compare those 2 queues and even try somehow to prioritize one of them. Even if at the end the Bank will do a transaction as they are different doors they don't fight between them for an attendant availability.

So, what am I missing?? Or my POV is wrong?

[gzooby]

Haha you are not missing anything

The thing is , imagine an agent can receive one interaction of any kind only. Only a mail, only a voice call or only a chat. If he is the only agent available and in my voice queue i have one call waiting, and in my chat queue i have one chat interaction waiting, how can i manage to check first the voice queue and if itīs empty, check the chat queue??

Thanks!

[cavagnaro]

Ok, so you have 2 queues, with 1 interaction on them, EMail and Voice.
All agents logged off
Agent X arrives
Agent X can only receive email (as per Capacity rule, right?)
Agent X can't receive voice nor chat (as per Capacity rule doesn't allow it, right?)
He logs into Genesys
Genesys does a logged in Event and assign him to his agentgroup(s).
By checking his capacity rule the data is validated against StatServer and sent to URS and TServers
"Hey guys! X arrived and he is ready for Email!"
URS receives and as only has Email, sends the event there and Email routed.

So you say, you want that the Strategy assigned to Voice checks that X is logged in, but as he has no capacity rule, but a Waiting call, to assign that Capacity Rule to agent X?

Is that it?

[cavagnaro]

[quote author=gzooby link=topic=8071.msg35562#msg35562 date=1383921053]
how can i manage to check first the voice queue and if itīs empty, check the chat queue??
[/quote]

again...here...agents don't check nothing...burn that with a laser in your head

[cavagnaro]

And assuming you say: No, agents can receive by capacity rule all three (should be "and" not "or" in the statement),

Would be
"Hey guys! X arrived and he is ready for Email and voice!
URS receives and propagates, sends the event there and Email routed.
URS receives and propagates, sends the event there and Voice routed.

Both almost at the same time, of course, email recheck usually is a little bit slower in seconds, so probably he will receive voice first (as is a live person/interaction) and the Email a few seconds later as is a passive interaction. Just because he had the 2 doors opened and in Ready.


So which scenario are you referring to?

[terry]

Why not just in strategy that process emails calls set one priority and in startegy for procesing voice calls set higher priority. In such case when agent is not ready and there are voice and email interaction in the queue waiting for the agent, voice interaction will be ahead and be picked up first by URS when agents becomes available.

Mentioned service objectives also can be used to order calls in queues (placing vocie calls aheoad of emails). Priority though is first thing URS looks at, service objectives are used if priority of interactions are the same.

[cavagnaro]

Won't make sense neither again, as priority applies for the RP, so again, a Chat/EMail/Voice interaction priorities don't have nothing to do with other media types

[gzooby]

Hi!

Is the second scenario, agent can receive both emails and voice interactions, and assume they are routed at the same time, is there a way I can priorize one of them? Maybe using Priority as Terry said??

[gzooby]

Agent X acn receive both type of interactions, but only one at a time..

[cavagnaro]

[quote author=gzooby link=topic=8071.msg35569#msg35569 date=1383928976]
Agent X acn receive both type of interactions, but only one at a time..
[/quote]

One at the time?? How? Never saw that configuration as each channel is independent. Mostly...why even if possible? 

Where do you restrict that one agent can receive one interaction type even when he has the door in Ready State?

[gzooby]

If I use capacity rule "One Default Interaction of any type only", it doesnīt include voice?? Only e-services interactions?