Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Savemyfish on April 13, 2018, 07:14:09 AM

Title: TSLIC issue as it relates to inbound call routing
Post by: Savemyfish on April 13, 2018, 07:14:09 AM

Hello!  Thank you for reading and providing any guidance!

I work in an inbound call center that uses Genesys for call routing.

The calls are currently queued based on longest TSLIC (time since last inbound call)

However, the issue is that it seems the TSLIC time does NOT end/reset when an agent logs out at the end of their shift. Based on our current call volume (low) this creates an issue when agents arrive in the morning. Agents start in 30 minute increments and if an agent starting at 8:00 doesn’t get a call before the 8:30 shift begins, the 8:00 agent is now behind the 8:30 agents for receiving a call.

The short term solution currently is that every agent dials their direct line extension, thus essentially resetting their TSLIC time to properly reflect their shift start time.  While this solves the problem, it’s not necessarily a viable long term solution to the problem.

Essentially, we just need a way to get the TSLIC to reset when an agent logs off. What we have been told is that using TSLIC as a function of assinging inbound calls is an “all or nothing” proportion, meaning it’s either using TSLIC or just using the next available agent based only on wait time. We switched to TSLIC to avoid having agents “lose their place in line” when taking aux breaks and making outbound calls, but we really can’t find a happy medium to equally distribute inbound calls.


Any advice would be greatly appreciated.

Thank you!

Title: Re: TSLIC issue as it relates to inbound call routing
Post by: Kubig on April 13, 2018, 08:11:39 AM

Please, provide us with the statistic configuration.