Dealing with Queues and in-queue flows

[davidlopez]

Good evening to you all.

A customer wants this specific behaviour when dealing with calls:

1. The call enters.
2. The call is routed to an agent, that has 45 sec to answer.
3. If the agent doesn't answer the call, the agent must be kicked off (of the queue)
4. Then, when the mark of 45 sec is done, the system must give an announcement and then disconnect.

We have solved it with

• Transfer to ACD
• An in-queue flow, but as the announcement is long (around 20 secs, because it asks the peer to give its name inside a bot), there is a possibility that the call is routed to another agent (via ACD) and the in-queue flow stops.

Is there a way to do this with Genesys? Or to tell the queue to start searching for another agent but not in the moment that kicks off the first agent, but leaving for example 30 secs?

Thanks.

[John_Carnell]

Hi David,

I suggest you take a look at configuring your initial queue the call/message lands into using BullsEye routing. Bullseye routing lets you set "times" and skills. So if any agent does not get picked up in X amount of time they get routed to another queue.

This group is really geared towards Genesys Cloud APIs and Genesys Cloud API tools. You might want to cross-post to our Genesys Cloud Knowledge Network as many of our PS people monitor that board.

Thanks,
John

[davidlopez]

Hi, John.

I've resolved it by transferring to another flow from the in-queue flow.

Thanks.