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  • 1.  ADD SKILL - ARCHITECT

    Posted 06-12-2017 06:38

    Hi all,

     

    I'm trying to replicate this use case :

     

    • Call arrives to an Inbound Call Flow
    • AGENT 1 has only SKILL "B"
    • In this Inbound Call Flow, I transfer the call to ACD and I've override SKILL(assigning SKILL A)
    • Call arrive to an In Queue Call Flow with SKILL A
    • AGENT 1 is "ON QUEUE"
    • Call is waiting in queue because no agents has SKILL A
    • If Estimated wait time > 30 secs, UPDATE DATA(adding SKILL B)
    • Call is routed to AGENT 1 because has SKILL B

    Could you please explain how to do that?

     

    Thanks

    Stefano



  • 2.  RE: ADD SKILL - ARCHITECT

    GENESYS
    Posted 06-14-2017 17:48

    Discussed with Stefano...solution is to use Bullseye routing. Assign both Skills A and B to agents in Ring 1, then roll to Ring 2 after specified number of seconds and strip Skill A from the call. Agents in Ring 2 just have Skill B.

     

    In Architect, Transfer to ACD and assign both Skills A & B to the call.

     

    Stefano, please post back here after you verify it all works. Thanks!



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