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  • 1.  In a Genesys 8.1 environment, can Skills be mapped to VQs?

    Posted 09-20-2016 13:38
    Our application is trying to associate Users to VQs. We are being provided with Users and the Skills in which they take calls. Can an association be accurately made between Skills and VQs?


  • 2.  RE: In a Genesys 8.1 environment, can Skills be mapped to VQs?

    Posted 05-16-2018 05:03
    As I know, this is not possible - why do you want to associate VQ with skills?

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    Jakub Němec
    Dimension Data Czech Republic s.r.o.
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  • 3.  RE: In a Genesys 8.1 environment, can Skills be mapped to VQs?

    Posted 05-16-2018 07:28
    You can do this association at Routing Strategy level, when you configure the (target) Selection block in your strategy.

    You can do it:

    1 - By building your logical expression (for example: English > 7) then assigning a VQ in the VQ section
    or
    2 - You create a VAG (Virtual Agent Group) which will map a skill expression, then you reference your VAG in the Selection block in your Routing Strategy.

    Please note that this association does not happen at Configuration level, so the mapping between your skills and VQs will depend on your routing logic.


    Hope that helps,

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    Rafael Marciano
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    Original Message