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  • 1.  Skills Advice

    Posted 01-30-2019 10:03
    Hello!  We are beginning to implement our skills design and we ran into a snag with transfers.

    We had an instance where someone answered a call in a queue that requires a skill be assigned and transferred to a queue that does not carry that same skill, however since no one in that other queue carried that skill the call could not be answered.

    The person answering the call should only need to be skilled for the queues they are assigned to, not the original queue that the call came in on.

    Is there a way to solve for this without going down the road of Bullseye?

    Any help would be appreciated!!

    #Routing(ACD/IVR)

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    Jeff Kamin
    EnvisionRxOptions
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  • 2.  RE: Skills Advice

    Posted 01-30-2019 10:09
    Jeff, we have learned that if you do a blind transfer it does not remove the skills, but if your agents do a consult transfer then they disconnect, it will remove the skill. One other thing that we have done is create a script that has buttons to allow agents to transfer the calls back into the IVR to pick up any new skills or priorities needed. We created a dummy number on the Call Routing section, and that is what the button routes the call to, picks up any new skill or priority, then routes into the correct queue.

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    Angelia Harper
    Avtex
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  • 3.  RE: Skills Advice

    Posted 02-01-2019 09:45
    Thanks!  For the replies.  Another question, has anyone tried just adding all the skills they have to all agents but only assigning them to the queues that they are trained on?

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    Jeff Kamin
    EnvisionRxOptions
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  • 4.  RE: Skills Advice

    GENESYS
    Posted 01-30-2019 10:10
    Hi Jeff,

    Skills are applied to individual agents, not to the queue itself. Bullseye routing is the best way to remove skills when transferring to another queue - all skills can be removed effectively immediately on transition from ring 0 to ring 1. All agents in ring 0 are available in ring 1 as well, so this should ease the management burden.

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    R. J. Smith
    Genesys - Employees
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  • 5.  RE: Skills Advice

    Posted 07-30-2021 15:28
    Genesys now has a "strip skill on blind transfers" functionality and it works pretty well!  No more getting stuck on bullseye!  It's a global setting.

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    Danielle La Compte
    The Chamberlain Group, Inc.
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