Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Language skills and Best available skills evaluation

  • 1.  Language skills and Best available skills evaluation

    GCAP Member
    Posted 12 days ago
    Edited by Sven Schiller 12 days ago

    We just had a case of a French-language call being routed to English-only speaking agents. This was unexpected. Even more so, because the call went through three agents that didn't answer within the 12 seconds, and was only answered by the fourth agent. We use the Standard Routing with Best Available Skills evaluation. Our agents have regular skills and language skills. In this case, no French speaking agent was available.

    Does Best Available Skills mean that the language requirement is dropped if there is no agent available? The documentation is not specific on this (https://help.mypurecloud.com/articles/acd-evaluation-routing-methods/) as it just mentions skills. I think the language is not disregarded, so maybe a glitch...

    EDIT: I found this note after posting, so looks like this is a glitch
    "Language skills are evaluated separately from regular skills.  A queue’s skill evaluation method applies only to regular non-language routing skills."

    #Routing(ACD/IVR)

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------



  • 2.  RE: Language skills and Best available skills evaluation

    GENESYS
    Posted 12 days ago
    If a true Language Skill is assigned to the call, then unless the call gets re-queued and the language gets removed Assignment should only route it to an agent who has that language.

    How did you verify that the Language Skill was actually added to the call?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 3.  RE: Language skills and Best available skills evaluation

    GCAP Member
    Posted 12 days ago
    Thanks George for the superfast answer. I found a note that I added above.
    I listened to the IVR and it switched to French after the language selection part. There were no transfers involved.

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------



  • 4.  RE: Language skills and Best available skills evaluation

    GENESYS
    Posted 12 days ago
    Just because you change the IVR language to French does not mean it is added as a Language Skill for the call. You have to set it on the Transfer to ACD action.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 5.  RE: Language skills and Best available skills evaluation

    GCAP Member
    Posted 12 days ago
    Edited by Sven Schiller 12 days ago

    We set "Use supported language's default language skill" when Transferring to ACD. The default language skills are "English" and "French" for the respective languages. The interaction is tagged to use French language as verified by filtering by language in the Interactions view and on the recording, so should have been tagged as requiring the "French" language skill. The language skill also shows in the queue Activity view for waiting interactions.

    EDIT: This interaction seems to be tagged with English and French when others are tagged as English or French:

    Interaction details


    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------



  • 6.  RE: Language skills and Best available skills evaluation

    GENESYS
    Posted 12 days ago
    Ok, that should have gone only to an agent with the French language skill, then. You'll have to open a case with Care to have them dig into the back-end logs and figure out what happened.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 7.  RE: Language skills and Best available skills evaluation

    GCAP Member
    Posted 12 days ago
    Thanks George, case number is 0002837155​.

    ------------------------------
    Sven Schiller
    Kognitiv
    ------------------------------