A place to ask questions, connect with others, and stay in the know
If you send the call into the queue first, with the skills, and then via inbound flow route into voicemail, your skilling will be honored.
To do this, on the inbound flow I will use "set participant data" to do something like "Voicemail=Yes" and then a "get participant data" and decision around this value at the top of the inqueue flow to decide if I need to flip to voicemail before letting an agent even get alerted.
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.