Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: lancer123 on August 11, 2017, 06:11:38 PM

Title: How To Route Call Between Busy Queue to Slower Queue?
Post by: lancer123 on August 11, 2017, 06:11:38 PM

Hello, our business is asking to have a solution which looks at the following:
Assume Queue A has 40 agents and is having a slow day.  The Agents are waiting an average 3 minutes in between taking calls
Queue B has 20 Agents and has a average wait time of 2 minutes between taking calls.

The business wants us to somehow balance A so their average wait time between calls is more equal to B.    Other than moving agents from B to A, is there something within routing that can be done? 

Thanks,
Lance

Title: Re: How To Route Call Between Busy Queue to Slower Queue?
Post by: Tambo on August 11, 2017, 11:56:01 PM

You could add skill A to agents B and skill B to agents A and you would average out the wait times


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Title: Re: How To Route Call Between Busy Queue to Slower Queue?
Post by: Raja Sekhar on August 23, 2017, 04:44:42 PM

Hi lancer,
Always check ewt  of queue A and queue B before finalising Agent group.

Every time park the call to queue which has lesser ewt .

So obviously call parks randomly to queues based on ewt.

In your scenario, this should work