Hi Dean,
There are ways in which language is used:
1. In the call flow to define prompts, tts, etc. For example en-US (US English) or es-US (US Spanish)
2. Language used in routing and matching agents with the available skills. This may be English, Spanish, Guarni, etc. This behaves similar to a skill.
These are distinct and different.
When I have tested on my side the Skill + Language are both required in order to select an agent. If I happened to have a Support skill but only spoke English then I would not be considered for a Support Spanish calls. This means that you could look at the queue and see calls queued and agents available but the agents are not receiving the calls as they don't support language needs.
You mentioned that, " My customer says that agents without the language skill will also receive the call". I have tested this scenario and this is not what I have seen. I was using all skills matching. I have not tested the behavior under all scenarios. It may also be possible that they are confusing language (#1) with language (#2) as detailed above.
Don
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Don Huovinen
Genesys - Employees
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Original Message:
Sent: 11-05-2019 06:33
From: Dean Thames
Subject: Queue Selection based on Language
Don, this is not the behavior we're seeing... The set language action works well within architect to provide the correct text to speech verbiage, and it will set the skill when it goes to queue, but it the acd is not considering the language skill or the agent's language skill ranking when distributing the call. In testing with two agents in a best available skill queue, one agent with a five star ranking and one with a one star would receive calls alternately (i.e., disregard skill, next available agent). My customer says that agents without the language skill will also receive the call although I haven't tested this just yet.
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Dean Thames
Koch Business Solutions
Original Message:
Sent: 11-04-2019 06:49
From: Don Huovinen
Subject: Queue Selection based on Language
PureCloud treats language similar to a skill. If you send the call to the Sales queue and have the language set to Arabic then it would only be delivered to agents that have Arabic configured as a supported language.
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Don Huovinen
Genesys - Employees
Original Message:
Sent: 11-03-2019 05:07
From: Noufal Ebrahim
Subject: Queue Selection based on Language
Dear Community ,
I have a concern in Genesys Purecloud Architecture , when we have multiple language selection (for example Arabic , English , Hindi and Malayalam ) in main menu and each have same sub-menu options (for example Sales , Support ,) and each has to transfer to a Queue like ( Arabic_Sales , Arabic_support , English_sales , English_support , Hindi_Sales and So on ) based on selected language .
instead creating sub-menu for each language to select to transfer ACD , do we have any option to check a condition with language for example if language=Arabic then Queue =Arabic_sales
Thanks and Regards
#ArchitectureandDesign
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Noufal Ebrahim
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