Want to route calls to not-ready agents

[rick020200]

For various business reasons, we find ourselves need to route calls to agents who are in a particular Not Ready state. These agents have just a voice DN--no e-mail interactions.

I've created a statistic in IRD called StatTimeInPseudoReady, category CurrentTime, mask NotReadyForNextCall, based on AgentStatus. I've played with filters, but that doesn't seem to make a difference.

Then in my selection block, I set the statistic to max StatTimeInPseudoReady on my statserver, and use a skill expression target. I then login an agent with that skill, and go Not Ready. The call does not route to the agent because URS says the agent is not ready.
I tried setting CheckAgentState=false before the selection block, but that didn't change the behavior.
I also tried setting up a custom agent state in the URS annex tab, then specifying "UseAgentState" on the custom state, but the agent is still reported as not ready and doesn't get the call.

Any ideas on how to route a call to an agent in a not ready status?

[Steve]

I think I'm going to state the obvious here - not ready means not ready to take a call. This is standard telephony behavior, it is not specific to Genesys but happens on all ACD and CTI systems.

I can't see any way you could overcome this, or indeed any reason why you would want to.

[rick020200]

"or indeed any reason why you would want to. "
I'd rather not get into the business specifics (it's contorted and completely stupid) but right now my team (of Genesys support folks) would be heroes if we could route a call directly to a not-ready agent. I agree it seems futile, but the CheckAgentState and UseAgentState options gave me hope for a few hours.

[cavagnaro]

Genesys support team as Genesys or as integrators team? I don't think that Genesys guys will ever go for this as it makes no sense...I can think on N times customers asked for X reasons to route calls to NotReady agents and always succeed (so far) on making them see the stupidity of this...
My main point is: Not Ready is that, Not Ready for Next Call, so don't we go a level up and for example, create 2 skills, everytime and specifictimes for example, so those calls you want to be routed only on some conditions will go to the specifictime skill and the rest to the everytime skill. If you don't want them to receive calls or remove the skill or set it on some level (0) where the strategy will not consider them. You can do a development with SDK to change the skill whenever you want.

[René]

rick020200,

Please check whether Agent Capacity Rules feature is enabled on your platform. If it is then CheckAgentState function doesn't work and I'm not aware of any way how to force URS routing an interaction to agent in Not Ready status.

R.

[BenTaylor]

You should be able to TRoute[] to the station where the agent is logged in, this will be delivered even if they are not ready.

Obviously you'll need a way to determine which station the agent is logged into, but that shouldn't be too difficult...

[sirmarp]

Maybe for a call is not a good idea... but imagine that i want to send an interaction to an agent workbin, when he is "Not Ready"...

Do you think it's possible? The main idea it would be to send the interaction to that workbin if the agent is more than x seconds in not ready status...

I made some tests, with some 2 logged agents, 1 ready and another not ready, and i defined in the statistic that the interaction should be sent to the not ready agent. The results are that sometimes the interaction goes to the ready agent workbin, and other times to the not ready agent workbin, and I can't understand why... With or without a filter, the results were random!

What u think?

[kubikle]

Sorry, how exactly you "defined in the statistic that the interaction should be sent to the not ready agent"?

[sirmarp]

Category: Current time
Subject: Agent Status
Agent/group Statistic
Mask: NotReadyForNextCall

And a filter where NotReadyForNextCall>0

[kubikle]

You use this statistic as selcting statistic in Workbin strategy object?
And if yes - what you use as target in Workbin object - agent group, direct list of agents, etc?

[Adam G]

I was looking for something else and came across this - perhaps it would help?

CheckAgentState[false] makes it possible to route a voice interaction to an agent that Stat Server reports as not ready.

...?

TT

[kubikle]

One of three (I think):
1 agent is not ready but he has at least one ready DN. Like agent has 2 DNs, he is busy on one of them (so agent is not ready) but second DN is ready and call can be roputed to this second DN. Just CheckAgentState[false] must help. It disable checking of agent state but not DN state (there is no way to disable checking of DN states) so having at least one ready DN is a must here. Call will be routed on the second DN (which is ready)

2. agent has no ready DNs at all. No target selection object will select such agent. The only possible way - some sort of force routing through function like TRoute. But first DN and/or agent where to make force call must be found. How find right agent - depends. may be get list of possible candidates (GetSkillInGroup, etc), go through this list manually or apply function like SelectTargetsByThreshold, etc to find agent best suitable for receiveing the call (ready or not).

Agent ID is found - If that is enough (multimedia etc, where no DNs involved at all) having agent name is enough to force email to agent or put interaction in agent's workbin.

3. Agent ID is found but that is not enough - some of agent's DNs is needed (which is not ready), may be to send second call on DN that already has call. If so - then thats a problem. Can recomend only duplicate somewhere maping agnet -> DN and go there for this information or may be if 8.1 URS/IRD is available invoking function TargetState (something like State = TargetState['SomeEmplID.A']) can return enough information to get SomeEmplID agent's DNs (if agent is loggeed in).