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mboertien

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Routing to longest available DN in target list
« Reply #15 on: January 01, 1970, 12:00:00 AM »
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Yeah, sometimes it can take very long for support to find an answer, my advice on that is just to call them every day about how it's progressing, since this is hurting the effectiveness of your CSRs.
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mboertien

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Routing to longest available DN in target list
« Reply #16 on: January 01, 1970, 12:00:00 AM »
BTW, how is the statistic defined within CME??? You probably checked it, but i was wondering......
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Rick

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Routing to longest available DN in target list
« Reply #17 on: January 01, 1970, 12:00:00 AM »
On my way out for the weekend. I have checked it but don't remember off the top of my head. I'll reply again next week with the CME definition. Thanks, Rick.
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Rick

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Routing to longest available DN in target list
« Reply #18 on: January 01, 1970, 12:00:00 AM »
Category = CurrentTime
Select Max
Subject = AgentStatus
Action Mask = WaitForNextCall

This info is from the Statistic Definition in Strategy Builder. Any thoughts? There is no entry for TimeInReadyState that I could find in CME.

I may try changing the Subject from AgentStatus to DNStatus in my development environment and see what impact that has.
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Thomson

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Routing to longest available DN in target list
« Reply #19 on: January 01, 1970, 12:00:00 AM »
I had a problem too with routing with both Email and Voice. When voice was unchecked in the StarterApp in Nortel switch, voice calls still came through.
Genesys suggestion:

1) Create a new section in the URS application options: "AgentStates"

2) Create an option that will describe a user defined agent state in the "AgentStates" section.

For example:

Name : agent_state_1

Value : ready[extension]+ready[acdposition]=2

3) Call the following function in the strategy (prior to the target) to force router to use the user defined agent state described in the option:

UseAgentState['agent_state_1']


See if this helps you.
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Marked as best answer by on May 02, 2025, 01:55:41 AM

Rick

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Routing to longest available DN in target list
« Reply #20 on: January 01, 1970, 12:00:00 AM »
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    • Fixed by creating distinct voice and email agents and distinct voice and email places. I like your idea, though, I wish I had tried it earlier!
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