Genesys Cloud CX

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While targeting secondary skills, system doesn't consider primary skill agent

  • 1.  While targeting secondary skills, system doesn't consider primary skill agent

    Posted 21 days ago
    Hello everyone,


    I want to target skill A for 30 sec and if skill A is not available then target skill B. I achieved it by targeting skill B in "In queue flow".

    However, when the call is waiting for skill B it doesn't consider Skill A agents.

    I want that while waiting for skill B, the call should consider skill A agents also. Is there a way to do it?
    #Routing(ACD/IVR)

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    Shiva Gupta
    Global Technology Solutions, LLC
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  • 2.  RE: While targeting secondary skills, system doesn't consider primary skill agent

    Posted 9 days ago
    You should use Bullseye Routing with just the skill A and open up to ring 2 after 30 seconds.  It will still consider ring 1 for the following ringing or waiting.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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