Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  ARCHITECT - TRANSFER to ACD -> OVERRIDE ACD SKILLS

    Posted 05-22-2017 14:28

    Hi all,

     

    we are testing "Override ACD Skills" on Transfer to ACD feature on Archiect.

    I have a doubt on this functionality :

    Scenario is :

     

    AGENT01 -> SKILL A

     

    Override ACD Skills with SKILL A(SKILL1) e SKILL B(SKILL 2).(As attachment)

     

    I try to call this Inbound call flow and then I put AGENT01 On-Queue.

    The calls is always in waiting status and the system doesn't send this call to AGENT01.

     

    If I delete remove SKILL A and I add SKILL B to AGENT01, the call is routed correctly.

     

    Can you explain how does it work?

     

    Thanks

    Stefano



  • 2.  RE: ARCHITECT - TRANSFER to ACD -> OVERRIDE ACD SKILLS

    Posted 05-22-2017 14:35

    If AGENT01 doesn't have Skill B, then it's expected that he won't be assigned the call.  When you specify multiple skills, the agent must have all of those skills to be able to receive the call.



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources