A place to ask questions, connect with others, and stay in the know
We have our Spanish calls routed through the main voice queue with the Spanish skill assigned to route it to our Spanish speaking agents. Is there a method to let the agent know whether its an English call or a Spanish call so they may give the appropriate greeting?
We are working a feature exactly like this but it won't be ready til ~Q2 of next year.
However I do have a workaround.
1) Create a inbound script or modify your existing one.
2) Add an input string variable for the language. Display it somewhere on the page of the script.
3) Publish the script.
4) In your flow, add a Set Screen Pop Action before the Transfer to ACD action. Select the script you created, and set the value of the script's input variable to the language the caller is using. FYI the set screen pop action doesn't have to be immediately prior to the transfer to acd action, it can be set at any point in the flow as long as the caller gets to it before the transfer to acd action.
5) Publish the flow.
Now when agent receives the call, the script will appear to them and they will see a note saying "English" or "Spanish".
Thank you Melissa, I've passed this to our Queue admin.
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.