How Skill Rating Works

1

Hello,

We have been working on routing of ACD call based on Skill rating and not sure exactly how it works. If anyone could provide some info on this, would be very helpful.
Below is the test scenario we have executed and the test result.

Agent 1, having 5 Star Skill, Agent 2 having 1 star skill.
Agent 2 went on queue before Agent 1.

When the 1st call came in to Test queue, though Agent 1 logged in latter than agent 2, believe due to higher skill set (5 Star skill), Agent 1 got the call.

For the 2nd call in Test queue, both Agent 1 & Agent 2 onQueue, the call went to Agent 2 having lower skill rating than Agent 1.
Questing here is, is it because Agent 1 already got one call and Agent 2's ideal time in the queue is more than agent 1.

Agent 3 been introduced in the system and below are how the skills have been assigned.
Agent 1, having 3 Star Skill, Agent 2 having 1 star skill & Agent 3 having 5 star rating.

For the 3rd call in Test queue, both Agent 1/2/3 onQueue, the call went to Agent 3 having higher skill set than both Agent 1 & 2.

How exactly Genesys determines / target the available agents based on the Skill Rating?

2

This developer forum is focused on discussions surrounding API usage and integrations. The Genesys Cloud Community Forum is a better place for general product questions.

You can find documentation on ACD concepts on the Resource Center: Genesys Cloud ACD concepts - Genesys Cloud Resource Center

3

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