Genesys Cloud - How to - Account Settings - Reset Agent Routing Score after presence change
Reset an Agent's Routing Score After Presence Change (Genesys Cloud)
Summary
In Genesys Cloud, an Agent Routing Score is used by certain routing methods (such as Preferred Agent Routing or predictive routing models) to determine how interactions are distributed among agents. The routing score helps balance workload and maintain fairness when assigning interactions.
When an agent's presence changes (for example from Available to Away, Offline, or another status), the system may reset the agent’s routing score. This ensures that routing decisions remain fair and accurate once the agent becomes available again, preventing situations where returning agents are unfairly prioritized or delayed in receiving interactions.
Resetting routing scores maintains balanced interaction distribution and efficient queue performance.
Utilization
| Use Case | Description |
|---|---|
| Agent returns from break | Routing score resets to allow fair distribution of interactions |
| Presence change during shift | Score recalculated when agent switches status |
| Queue fairness | Prevents agents from being unfairly prioritized after absence |
| Dynamic staffing environments | Maintains balanced workload across active agents |
| Routing algorithm accuracy | Ensures routing decisions reflect current agent availability |
Resetting routing scores helps maintain equitable interaction distribution within queues.
Best Practices
| Practice | Reason |
|---|---|
| Ensure agents change presence accurately | Allows routing algorithms to adjust properly |
| Avoid frequent unnecessary status changes | Prevents disruptions in routing calculations |
| Monitor queue routing performance | Helps ensure interactions are distributed fairly |
| Educate agents on presence management | Ensures routing behavior remains predictable |
| Align routing methods with operational goals | Maintains consistent workload distribution |
Example Scenarios
Scenario 1 – Agent Returns from Break
Agent changes status to Break
↓
Agent finishes break
↓
Agent sets presence to Available
↓
System resets routing score
↓
Agent re-enters queue routing fairly
Scenario 2 – Agent Logs Back into System
Agent logs out at end of shift
↓
Agent logs in for next shift
↓
Presence changes to Available
↓
Routing score reset
↓
Agent receives interactions based on current queue conditions
Scenario 3 – Preventing Queue Imbalance
Agent temporarily unavailable
↓
Agent changes presence status
↓
Agent returns to Available
↓
Routing score recalculated
↓
Queue maintains fair interaction distribution
Key Benefits
| Benefit | Explanation |
|---|---|
| Fair interaction distribution | Prevents routing bias when agents return |
| Improved queue balance | Helps maintain equitable workload |
| Accurate routing decisions | Reflects current agent availability |
| Consistent queue performance | Supports stable contact center operations |
| Better workforce management | Ensures agents rejoin queues fairly |