How are calls selected in skill-based dialing?
If you set skill-based dialing, and an agent becomes available, Genesys Cloud selects the next contact to dial based on the combination of priority of the contact and the skill of the available agent. The following scenarios explain the next course of action:
| Contact |
Skill required |
Priorité |
| A |
Auto |
1 |
| B |
Life |
2 |
| C |
Accueil |
3 |
| D |
Auto |
4 |
| E |
Accueil |
5 |
| F |
Auto |
6 |
| G |
Life |
7 |
Scenario 1:
Two agents are on queue and they have all three skills: Auto, Life, and Home. When an agent becomes available, the interaction with the highest priority is assigned in sequential order: Contact A, Contact B, Contact C, Contact D, Contact E, Contact F, and Contact G.
Scenario 2:
- Agent Alice has the following skills: Auto and Life.
- Agent Henry has the following skills: Auto and Home.
| Order of agent availability |
Appariement des compétences |
Order of call assignment |
|
Alice
|
- Skills agent offers: Auto and Life
- Skill that the top priority contact requires: Auto for Contact A
- Result: Alice skill matches Contact A; Contact A is matched and assigned.
|
Contact A |
| Henry |
- Skills agent offers: Auto and Home
- Skill that the top priority contact requires: Life for Contact B
- Result: Henry does not have the skill required for contact B; Genesys Cloud checks skills required for the next priority contact, Contact C. Henry has the skill required for contact C. Contact C is matched and assigned.
- Contact B is waiting for the next available agent.
|
Contact C
|
| Henry |
- Skills agent offers: Auto and Home
- Skill that the top priority contact requires: Life for Contact B. Henry does not have the skill required for contact B; Genesys Cloud checks skills required for the next priority contact, Contact D.
- Result: Henry skill matches Contact D; Contact D is matched and assigned.
- Contact B is waiting for the next available agent.
|
Contact D |
| Alice |
- Skills agent offers: Auto and Life
- Skill that the top priority contact requires: Life for Contact B
- Result: Alice skill matches Contact B; Contact B is matched and assigned.
|
Contact B |
| Henry |
- Skills agent offers: Auto and Home
- Skill that the top priority contact requires: Home for Contact E
- Result: Henry skill matches Contact E; Contact E is matched and assigned.
|
Contact E |
| Alice |
- Skills agent offers: Auto and Life
- Skill that the top priority contact requires: Auto for Contact F
- Result: Alice skill matches both Contact F; Contact F is matched and assigned.
|
Contact F |
| Henry |
- Skills agent offers: Auto and Home
- Skill that the top priority contact requires: Life for Contact G
- Result: Henry skill does not match contact G
- Contact G is waiting for the next available agent.
|
|
