Genesys Cloud CX

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  • 1.  Skill based routing for Outbound calls

    Posted 12-08-2021 07:40
    Hi,

    Is it possible to do a skill based routing for Outbound calls in Genesys Cloud, if Yes, how this can be achieved.

    Thank You
    #Outbound

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    Praveen Kumar
    HCL Technologies Ltd.
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  • 2.  RE: Skill based routing for Outbound calls

    Posted 12-08-2021 12:51
    Not presently, but Genesys is considering how to do this.  What we do is to call a data action that looks to see if the queue has a free agent with that skill and if not, skip dialing that contact.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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