Hi Garima,
In my opinion, I would suggest using the follwing to turn around this :
- Create a dummy
skill which will not be assigned to any agent in your organisation.
- In your
Inbound Call Flow, you can use this dummy skill in your
Transfer to ACD block
- In your
In-Queue Call Flow, use
Set Skills action in order to assign a new skill to your interaction. In my case, I am going to replace the dummy skill by a new one (I took French in my example).
For more information, you can check this link :
https://help.mypurecloud.com/articles/set-skills-action/To do so, under
toolbox/
conversation, select
Set Skills- Switch to
Literal mode instead of
Expression- Then add item to add new skill dedicated for voicemail routing.
- Finally add your
Transfer to Voicemail action to route the interaction to agents as a voicemail.
As you can see, under
Performance/Queues Activity, we can see the skill got updated to French.
In
Performance/Interactions section, we can check both skills for reporting purposes.
Another workaround :Keep in mid also that you can play with the
Utilization under the people section by setting voice to 0, in this case agents won't be alerted for inbound calls.
I hope that helps and let me know if you have any question :)
Kind Regards,
Charaf
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Charaf Eddine Chemlal
Mentat Conseil SAS
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Original Message:
Sent: 03-25-2022 09:08
From: Garima Balodi
Subject: Need skill to follow voicemail
Hi @charaf chemlal / community
We have currently implemented the same solution of attaching skills to voicemail interactions . In our inbound flow we did a transfer to a voicemail_queue and then in the inqueue we are using transfer to voicemail (target : queue) . But this is now problematic for us, as if any agent is staffed on this voicemail queue , he will get a live call as well!!
this will be an unexpected user experience as the customer will be almost ready to leave a voicemail but will be answered by an agent suddenly.
We could not find a solution to mitigate this so far .We thought of reducing the alert time to agent to minimal 0 or 1 (but currently not possible to keep anything less than 7seconds ) .We also tried by setting preferred agent routing on voicemail_queue and in the architect tried to set the preferred agent as a dummy agent . But both are failing. Any ideas on how we can turn this around?
I stumbled upon this post finding a solution to this problem .
Regards
Garima.
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Garima Balodi
Accenture Solutions Private Limited
Original Message:
Sent: 11-30-2021 16:57
From: Charaf Eddine Chemlal
Subject: Need skill to follow voicemail
Hello Tina,
I have created a simple Inbound Call Flow to illustrate the steps to attach skills to Voicemails.
1 - In your Inbound Flow, use the Transfer to ACD action and select the Queue and the skill you are interested in
2 - Then, in your In-Queue Call Flow, use the Transfer to voicemail action
The call will be transferred to voicemail of current queue with the skill you specified previously in the Inbound flow.
Below, the Queue Performance view showing the skill attached to the interaction :
This is a really simple call flow I did on purpose to show you how it works. Of course, you can add more logic to it as Brad mentioned above to achieve your needs by using Set Participant Data and Decision block ...
Let me know if you have any question and I'll let the community add more comments or add more suggestions :)
Kind Regards,
CHARAF
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Charaf Eddine Chemlal
NTT France SASU
Original Message:
Sent: 11-30-2021 13:51
From: Tina Yocum
Subject: Need skill to follow voicemail
Hi Brad,
All attempts I have made have failed. I am not a programmer so I do stumble around trying to create the steps you have suggested. Any thoughts on where I can find more information are a "dummy" tutorial to accomplish this?
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Tina Yocum
Nxstage Medical, Inc.
Original Message:
Sent: 11-23-2021 18:50
From: Brad Murlin
Subject: Need skill to follow voicemail
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.
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Brad Murlin
Zillow, Inc.
Original Message:
Sent: 11-23-2021 13:00
From: Tina Yocum
Subject: Need skill to follow voicemail
Hello,
I am hoping someone will be able to share a method that will keep a skill with a voicemail message. I am hoping to route voicemails to the agent with appropriate language skill and queue skill.
I understand this has been suggested to the developers but would really like to be able to have this configured now so I do not need a separate queue for Spanish voicemails.
Thank you!
Tina
#ArchitectureandDesign
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Tina Yocum
Nxstage Medical, Inc.
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