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)------------------------------
Jeff Kamin
EnvisionRxOptions
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