Genesys CTI User Forum > Genesys CTI Technical Discussion

How to implement virtual queues

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Kline:
A bit weird question, but is it possible to place a call in a nonvirtual queue while waiting for an agent to become available?

Wayne:
You might also want to look at Virtual Agent Groups as routing/reporting targets. Membership in a VAG is determined by the agents' skills automatically. This allows the VAG to become what is in effect a 'prefilter' by how the skills are setup.

For instance, if I have a group that requires the skills of 'high_value_customer' and 'product_1' and 'sales', any views in CCPulse and/or CCA will display only interactions that have already met this condition. So perhaps my view then segments by media type, or maybe sales totals. I can also run this report/view down to the agent level.

cumi:
Yes, actialy, everything is depending on your strategy. In our configuration e.g. each skill has it's own routing point (entry point).

If in your case from one RP the calls can be routed to different skills, you can not report a skill performance on that RP, you need VRQ.

Vic:
How often do you rely on virtual agent groups?
Most of our clients are still G5 with 5.1.5 CCPs, so even if I wanted to, I still would not be able to do it!

What benefits are of using virtual agent groups as compared to the normal agent group?

cumi:
Why do you want to place that call anywhere? It can wait at (VDN). If you will not put into ACD Queue, you will be not able to report some things (e.g.max waiting time, etc) from switch side and the switch's EAS will be useless.

Lot of people are not separating the call as genesys call and telephony call. I saw a question somewhere like: is it possible to use attached data with xy switch? Genesys Attached data has nothing to do with switch, it is only inside Genesys.

You have to know exactly where is the call phisycally, who is routing it and where. You also have to be very carefull when writing vectors in switch. You can make those vectors easily useless and nothing will work in your Genesys strategy...

So, the question about the VRQs can not be answered with a single 'Yes they are very good, use them'.

My advice is to make the whole configuration as simple as possible. I am working on Call Centre implementation, where we have about 15k calls a day, about 30 skills and services

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