Transfer IVR caller to a specific Agent on a Queue

[Simon_McKenzie]

Client enters IVR, selects from voice menu prompts and then we lookup their ANI in CRM database to check if they have an active job open, if yes we attempt to transfer the client directly to the agent handling that job. The trouble comes when we try and collect stats. Becuase the call has not enterd a Queue flow as yet we have no stats. I am currently using flow milestones and flow outcomes and external tags to measure number of calls successfully reaching Agents without human involvement.
What is a better way of gathering stats?
Would transferring the call to ACD then immediately transfering to the Agent handling that job work? We are after these basic stats.... if possible.
• Total Calls received
• Total # calls Total Answered
• Unanswered
.Handle time
• Answer Rate (%)

Flow outcomes does give me a count of calls reaching an agent vs reaching the general Queue.

The agent has to be in Available or On Queue Idle to receive a direct call according to my architect flow logic. This is working but lacking stats and adequate reporting.

[jacobshaw]

Hi @Simon_McKenzie
Have you looked at preferred agent routing? You can set up agent/score pairs in architect to influence routing
Example here

Advanced routing overview - Genesys Cloud Resource Center

[Simon_McKenzie]

Questions:

(1) Other than updating data in architect with with expression "MakeAgentScorePair(FindUserById("AgentID"), 100) is there anything else required?

(2) Would "Single preferred agent specified (timeout ignored)" work in this situation? e.g Specify one preferred agent as part of a flow. The timeout is 900 seconds, or 15 minutes. An interaction routes to a queue to which the preferred agent does not belong.