The Evaluation Method (All skills matching/Best available skills/Disregard skills) is set on the Queue, not at the Campaign level. Once you assign skills to the interaction using a Rule, the queue config takes over for routing. Thus it is possible to assign skills using a Rule but have them disregarded by the Queue configuration. Be careful with that :-)
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Original Message:
Sent: 02-07-2024 03:13
From: Shahar Leonard
Subject: Use Campaigns with Skills
hello George, thanks for this idea,
there is something unclear regarding the Route Call Based on Skills, in the article it says that it route the call to agent with "best matching skills", this term "best matching skills", is this Equivalent to the Evaluation method "Best available skills" on the queue?
Thanks and best regards, Shahar.
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Shahar Leonard
ITNAV-Pro Ltd.
Original Message:
Sent: 03-17-2020 09:37
From: George Ganahl
Subject: Use Campaigns with Skills
There is some information in this article on how to route outbound calls based on skills:
https://help.mypurecloud.com/articles/configure-rule-actions/
You have to set up a Pre-call Rule which sets the skill(s) based on a condition.
I use a Skill column in my call list to designate which skill should be applied for a particular contact:
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 03-17-2020 07:52
From: Sergio Rota
Subject: Use Campaigns with Skills
Hi Community,
Is there a way to use campaigns with skill functionality?
If I want a campaign or contact to be managed by a user, registered on the reference queue, who has a defined skill (to be understood as the transfer to acd for inbound calls) is It possible?
Thanks
#Outbound
#Routing(ACD/IVR)
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Sergio Rota
TechneValue GmbH
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