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  • 1.  Disregard Language Skill when routing

    Posted 12-03-2021 16:23
    I have a flow with 2 languages (English and Spanish). Caller selects their language preference and I use the Set Language function as well as a Flow variable with english/spanish. However, when routing to agent based on the skill, I want the Language to be apart of the skill name rather than the base skill and Language skill. So for example, I want to route to My CustomerService Queue, with the skill of TechCustomerService_Eng  rather than a skill of TechCustomerService and Language skill of English. Can I somehow disable the Language skill use in the 'Transfer to ACD' block? Essentially the Set Language is being used to determine which language to play the announcement in, but I do not want to have to give each agent a Language skill because I want the language as part of the main skill name also (for reporting purposes).

    Is it possible to disable the Language skill for routing?
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Kellyn DuBois
    Lumen
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  • 2.  RE: Disregard Language Skill when routing

    Posted 12-03-2021 17:26
    Why not just use skills for the different languages instead of the Language.  When you transfer, add both the TechCustomerService skill and the English skill and don't use the Language in the transfer.  That will allow for better reporting and management of users.

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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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  • 3.  RE: Disregard Language Skill when routing

    Posted 12-03-2021 17:33
    It's just what my requirement is. They want the language as part of the skill name, as described. And they do not want to assign Language skills to each agent.

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    kellyn DuBois
    Lumen
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  • 4.  RE: Disregard Language Skill when routing

    Posted 12-03-2021 17:54
    The Language skill can be ignored by setting it to Literal, choosing English then assign English to EVERYONE so that it will not really look at the language when routing since everyone will be eligible.

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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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