Genesys Cloud (formerly PureCloud)

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ACD Skills throughout the customer journey

  • 1.  ACD Skills throughout the customer journey

    GCAP Member
    Posted 15 days ago
    Hey All

    I am trying to implement a skill based priority based ("internal") queue, but we are having issues with this at the moment.

    The scenario will be

    Client calls a DID number
    Lands to our triage team (reception team) (queue 1)
    Triage team will consultant transfer that call to our sales team (queue 2)

    But whenever the triage team (queue 1) consultant transfer to our sales team (queue 2) it is just going to the next available agent, and not skill based routing.

    The queue is setup for All skills matching (we have also tested Best available skills) and all the agents in the sales team have the correct skill set assigned with different star ratings.

    Any suggestions?



  • 2.  RE: ACD Skills throughout the customer journey

    Top 25 Contributor
    Posted 14 days ago
    Edited by Vaun McCarthy 14 days ago
    Hi Richard

    If you're just doing a transfer to the sales team (queue 2) then at that point there are no skills attached to that segment of the call.

    Most of the routing methods in the queue configuration rely on skills being attached through the call flows.  When you transfer to a queue, if there are agents available then no call flow is initiated and it will immediately be delivered.  You can somewhat improve this by setting the in-queue call flow for your queues to essentially loop back to that same queue and attach skills while you're doing it.  But again if an agent is available they'll get the call regardless of what skills and proficiency levels that agent has.

    What some people have done is to put the consult/transfer option as a dropdown + button into an agent script and have that actually consult to a DID or call flow instead of directly to a queue which can also then attach the skills you need for the sales team.

    One way to confirm this is to make one of your test calls and when it's answered by a sales team member, check what skills are attached to the call.

    Vaun McCarthy
    NTT New Zealand Limited