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  • 1.  Preserve Skills during Transfer to ACD action

    Posted 12-11-2019 12:09
    I have an inbound call with a language skill (e.g. German) and a regular skill (e.g. Service). In the in-queue flow I allow the caller to opt for an English-speaking agent after some wait time. I then set the flow language to English, and am ready to do a Transfer to ACD, which allows me to set a different language skill.

    How do I preserve my regular skill to make sure the call gets answered by an English-speaking service agent?
    #Routing(ACD/IVR)

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    Sven Schiller
    Kognitiv
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  • 2.  RE: Preserve Skills during Transfer to ACD action
    Best Answer

    Posted 12-11-2019 15:21
    I found a solution:
    Save the needed skill(s) in the Inbound flow (SetParticipantData) and then retrieve in the in-queue flow (GetParticipantData) and convert to skill(s) (FindSkill) in the Transfer to ACD action.

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    Sven Schiller
    Kognitiv
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