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Hi everyone,I would like to know if there is a way to add a skill to a call back which is scheduled during a voice interaction.
https://help.mypurecloud.com/articles/schedule-callbacks-during-a-current-interaction/The scenario is:Customer calls, the call is accepted by an agent, they then schedule a call back within the interaction.When the call back then arrives back in the queue in the designated time, the call can be picked up by any agent in the queue, regardless of how they are skilled (e.g they are skilled only for chat & not voice)
We only want the call back to go the agents who are skilled for voice.
There is a manual workaround whereby you can change the agent utilization to 0 in their profile for call backs, but this is very manual & is becoming a pain point for our CC teams.
Ideally the call would keep the same skill requirements we have in the transfer to ACD action in the architect flow (English & Voice)
Any suggestions are welcome 😊
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