This solution may not be exactly what you want, but I have seen variations of it in the field fairly often.
Set up a Bullseye routing/All Skils Matching ACD queue with all the agents with the same skills in Ring 1. Set it up to strip the customer-specific skill after however many seconds makes sense (say, 12 seconds to allow a little time in case the intended agent comes available, but not so long as to make the customer uncomfortable).
Add an extra skill per agent that matches a specific agent with a specific customer.
Add all the "Agent DIDs" (not their actual DIDs, but the number you hand out to the customers) to the CallRoute which goes to the Architect flow that routes to the queue. In Architect, assign the required skills to the call plus the specific customer skill that matches the DNIS on the call.
When the call goes into ACD, it will route to the preferred agent if they are On Queue and available. If not, after the Ring 1 timeout the call will route to another agent who has the required skills.
If you want to break it down even further, you can have other agents in Rings 2 - 6 that have progressively fewer skills and open up a new ring every 15 or 30 seconds.
Hopefully that makes sense.
Bullseye routing is described in the Resource Center:
https://help.mypurecloud.com/articles/bullseye/------------------------------
George Ganahl CCXP, GCA
Principal Technology Consultant
Genesys
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Original Message:
Sent: 04-17-2019 08:08
From: Olivier De Brauwer
Subject: PureCloud NON-ACD Call to be rerouted skill-based to another agent
Dear Community, I need your help on the following business requirement.
In the context of a personalization strategy Business is communicating to its Customers the direct phone numbers of the agents in charge of specific case management.
Business wants that if the agents are not available the direct calls are routed to other agents with the same skill set as the initial targeted ones.
Actually the non-ACD calls of PureCloud are routed to voicemail if the agents are not responding or non-available which is not an option for the Business.
Any idea on how to do with PureCloud to answer that need ?
#Routing(ACD/IVR)
#Telephony
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Olivier De Brauwer
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