Hi Shiva
Think your question is the same or similar to
another topic previously postedI suggest you take a read through there.
But "or" won't work in an expression for skill selection since "or" is a logical expression
In an expression, A or B results in a boolean value (true or false) not in an A or B value.
In Genesys CX, calls go to a Queue, and skills restrict who in that queue is eligible for that call. Eg do they have the right Language skill or knowledge to take that call.
Calls can only be in 1 queue at a time. So in this model you wouldn't have a call go to someone with knowledge on sales or tech support, but one or the other.
Bullseye routing lets you remove skills requirements after x time length, but still doesn't give you the OR capability, but the closest thing that is similar.
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Anton Vroon
KiwiBank
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Original Message:
Sent: 01-06-2022 14:05
From: Shiva Gupta
Subject: Skill based routing
Hello All,
I have a requirement where I need to target either 'skill A' or 'skill B' for an interaction. In transfer to action block, under ACD skills system does not allow me to add an expression with 'or' operation.
can anyone suggest to me the way to achieve it?
#Routing(ACD/IVR)
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Shiva Gupta
Global Technology Solutions, LLC
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